EUC End User Computing Operations Specialist

Job Description

• Responding in a timely manner to all Incidents and requests assigned to the queue
• Installation & Configure computer hardware, software, FIDS, CIDS, BIDS, IPTV’s, printers, scanners & any end user devices
• Installation, Reinstallation and configuration of operating Systems, wiping, Image update and re-imaging.
• Repairing and replacing equipment as necessary
• Installing, Configure & Repairing new equipment, PCs, Laptops, screens, FIDS … etc. with all O.S., Office, TEAMS, Systems, security systems, emails, SharePoint, Anti-virus, patches whenever available, other standard RAC specific applications & as necessary.
• Setting up accounts for new users with required rules and policies
• Coordinate with vendor and other technical teams in Solving L3 & Above issues
• Ensure Service Desk is informed and kept up to date of Incident resolution and progress towards it
• Escalate Incidents either functionally or hierarchically to Domain Leads as required with all relevant information (i.e. Status, Resolution Details, etc.)
• Join and Represent EUC domain in Major incident either by Calls or physical presence as L1
• Identify and register Incident resolution in Knowledge Base
• Conduct remote troubleshooting if applicable for fast resolution
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals
• Maintain KIOSK machines and fill the machines with needed paper
• Decommissioned used or old or damaged or scraped PCs, Laptops, and Mobiles, tablets … etc., related to resigned and left staff.
• Implementing patches, updates and upgrade in related managed service areas and ULV.