End User Computing

• This role is a second line IT support role providing technical support and guidance to the IT Service Desk in relation to the End User experience
• The role requires a high level of technical analytical skills in the areas of software and hardware as well as proactive activities
• The purpose of the role is to assist in the operational support, reactive installation and maintenance of Transunion office systems and associated hardware technologies

Main Activities and Responsibilities

• Day to day End user Support through Service Requests and Incident Management
• End user software installations and upgrades
• End user hardware installations, upgrades and maintenance. (PCs, Laptops, MacBook, Monitors, docking stations etc)
• Proactive maintenance of the End user estate, security compliance and patching
• Update process documentation on an on-going basis
• Partnering and facilitating support vendors
• Providing technical support to project teams through resource demand management
• Working closely to deliver service with Infrastructure, Application and Service Desk teams
• Working with Security teams, ensure that DR and BCP requirements and documentation is kept up to date and fit for purpose
• Carry out Microsoft & Third party application patching
• Provide guidance and advice to Service Desk teams and other Technical Support staff involved in supporting systems within area of responsibility.
• Provide cost effective technology solutions and continually review to identify further savings
• To provide a robust, stable End user experience, reducing the support overhead
• To ensure Laptop security and patch levels are maintained and monitored
• Secure / Monitor all Laptops/Desktops to prevent illegal or unapproved installation of software
• Install, test, and advise on all Laptop hardware, software and applications.
• Adhere to software licensing standards.

Technical (including systems) and/or Professional Responsibilities

• The role requires a high level of technical expertise in the application layer and systems administration responsibilities of the SCCM environment, Anti-Virus, Windows patching and Mobile Device Management.

The role is also required to make recommendations in the way we manage our processes more effectively including:

• Windows 10 experience
• Mobile - iOS
• ITIL best practice
• Troubleshooting and triage
• Vendor Management
• SCCM knowledge
• Solid End User Hardware experience
• A good understanding of software, Office, Viso, Adobe, SQL and etc,
• Active Directory
• Security and Compliance
• Software licensing and asset management

Administration Responsibilities

• Systems Administer the SCCM environment
• Maintain operational procedures
• Maintain accurate records of standard image and build process
• To maintain accurate records of devices on our network
• Maintain software installation procedures

Education

UG: Any Graduate

PG: Any Postgraduate