End User Services Specialist

Responsibilities

• Support the day-to-day IT support for end users, ensuring incidents and service requests are resolved within agreed SLAs
• Troubleshoot and support laptops, mobile devices, operating systems, printers, peripherals and enterprise applications across Windows and macOS environments
• Support audio-visual equipment, video conferencing systems, meeting room technologies and hybrid workplace solutions
• Perform endpoint provisioning through zero touch, deployment, configuration, software installation and device lifecycle management
• Manage user onboarding, offboarding and device allocation
• Maintain accurate IT asset inventory records including hardware, software, warranty tracking and asset lifecycle management
• Utilize IT Service Management (ITSM) tools to manage incidents, service requests, problems and asset records while ensuring data accuracy and compliance
• Ensure compliance with enterprise IT governance, cybersecurity policies, endpoint security standards and regulatory requirements
• Create and maintain technical documentation, knowledge base articles, standard operating procedures and end-user guides
• Identify opportunities for process automation, service improvement and operational efficiency while contributing to digital workplace and technology enhancement initiatives
• Flexible to work in a rotational shift environment including weekends, public holidays and scheduled after-hours support, ensuring continuous service availability and operational excellence

Requirements

• Minimum 2 years of experience in end user computing, desktop support, IT systems administration, application support or endpoint management
• Hands-on experience with ITSM platforms, cloud technologies and SaaS applications
• Basic experience administering Windows 11 and macOS endpoints including software deployment and patch management
• Familiarity with SSO, SAML, OAuth or directory services is a plus
• Some exposure to scripting or automation (PowerShell, Python or similar) is desirable
• Strong analytical, troubleshooting and problem-solving skills with attention to detail
• Strong teamwork and stakeholder management skills
• Ability to work effectively in a fast-paced, collaborative team environment
• Desire to learn new technologies and grow into more senior responsibilities over time