End User Support Specialist - HK
hace 4 días
Málaga
ppThe End User Support Specialist (Band II) delivers structured, high-quality end-user technology support across assigned business units, ensuring a reliable and consistent client experience across endpoint, workplace, and user lifecycle services. The role focuses on controlled execution, stronger case ownership, workplace readiness, and support quality across defined support boundaries. /ppThe role operates within a defined support model where Service Desk owns front-line support, including intake, triage, and resolution within defined scope; End User Support Specialists own structured execution for escalated and onsite support activities; End User Compute (EUC) owns endpoint platforms and standards; and the Client Support Operations Lead defines and enforces workflows. /ppThis role is responsible for the operational delivery of end-user support, workplace readiness, and user experience. Accountability for endpoint engineering, technical architecture, and infrastructure change approval remains with the relevant engineering and operational teams. /ph3Role Scope and Primary Accountability /h3ulli· Deliver reliable execution of end-user incidents, requests, and support tasks within agreed service boundaries. /lili· Own support cases end-to-end, maintaining clear communication, user engagement, and accurate ITSM tracking. /lili· Execute joiner, mover, leaver (JML) activities in a controlled, auditable, and standards-aligned manner. /lili· Maintain endpoint, meeting room, and workplace technology readiness across supported offices and locations, including providing cross-site support where required. /lili· Provide structured high-touch support for executive interactions, business-critical meetings, and events. /lili· Escalate non-standard or out-of-scope issues through the correct operational and technical channels. /lili· Identify repeat issues, service friction, and workflow gaps to support continuous improvement and service stability. /li /ulpOperational standards are defined by the Client Support Operations Lead. Endpoint platform design and standards remain with EUC. Line management accountability sits with the Client Support Team Lead. /ph3Core Responsibilities /h3h3Support Execution and Case Ownership /h3pDeliver incidents and service requests escalated from Service Desk or routed directly through approved channels. Progress work through to resolution, maintain timely updates, and ensure every activity is accurately managed in ITSM tooling. /ph3User Lifecycle Delivery (JML) /h3pExecute onboarding, offboarding, access changes, device handovers, and related user lifecycle activities accurately, consistently, and within agreed controls, approval paths, and audit expectations. /ph3Endpoint Experience and Workplace Readiness /h3pSupport endpoint devices, peripheral technology, collaboration spaces, and workplace IT services across offices and locations. Perform routine readiness checks, validate service usability, and maintain a consistent user experience across sites. /ph3Business Enablement and High-Touch Support /h3pProvide structured support for executive users, leadership interactions, events, and critical meetings. Ensure environments are prepared, tested, and supported using repeatable methods. /ph3Hardware and Refresh Coordination /h3pSupport device setup, replacement, refresh, decommissioning, and recovery activities in alignment with EUC standards, asset controls, and approved deployment approaches. /ph3Process Adherence and Standardisation /h3pOperate independently within agreed workflows, decision boundaries, and escalation models. Reinforce repeatable ways of working and reduce dependence on ad hoc support practices. /ph3Cross-Team Collaboration and Escalation /h3pWork closely with Service Desk, EUC, Identity, Infrastructure, Security, and local site stakeholders to ensure clean handoffs, complete context, and timely escalation of technical or policy-led issues. /ph3Continuous Improvement and Knowledge Contribution /h3pHighlight recurring issues, process inefficiencies, or experience gaps. Contribute to knowledge articles, procedural documentation, and service improvements that strengthen consistency and reduce rework. /ph3Operating Boundaries and Decision Rights /h3h3Authorised to /h3pOwn and progress support work within agreed scope; execute approved support and lifecycle activities; escalated risks, blockers, and non-standard cases; recommend service improvements based on operational evidence. /ph3Not authorised to /h3pDefine service workflows; approve endpoint standards; implement platform engineering changes; override access governance or security controls; make infrastructure or architectural decisions outside approved support boundaries. /ph3Job requirements /h3h3Purpose of Role /h3pThe End User Support Specialist (Band II) delivers structured, high-quality end-user technology support across assigned business units, ensuring a reliable and consistent client experience across endpoint, workplace, and user lifecycle services. The role focuses on controlled execution, stronger case ownership, workplace readiness, and support quality across defined support boundaries. /ppThe role operates within a defined support model where Service Desk owns front-line support, including intake, triage, and resolution within defined scope; End User Support Specialists own structured execution for escalated and onsite support activities; End User Compute (EUC) owns endpoint platforms and standards; and the Client Support Operations Lead defines and enforces workflows. /ppThis role is responsible for the operational delivery of end-user support, workplace readiness, and user experience. Accountability for endpoint engineering, technical architecture, and infrastructure change approval remains with the relevant engineering and operational teams. /ph3Role Scope and Primary Accountability /h3ulli· Deliver reliable execution of end-user incidents, requests, and support tasks within agreed service boundaries. /lili· Own support cases end-to-end, maintaining clear communication, user engagement, and accurate ITSM tracking. /lili· Execute joiner, mover, leaver (JML) activities in a controlled, auditable, and standards-aligned manner. /lili· Maintain endpoint, meeting room, and workplace technology readiness across supported offices and locations, including providing cross-site support where required. /lili· Provide structured high-touch support for executive interactions, business-critical meetings, and events. /lili· Escalate non-standard or out-of-scope issues through the correct operational and technical channels. /lili· Identify repeat issues, service friction, and workflow gaps to support continuous improvement and service stability. /li /ulpOperational standards are defined by the Client Support Operations Lead. Endpoint platform design and standards remain with EUC. Line management accountability sits with the Client Support Team Lead. /ph3Core Responsibilities /h3h3Support Execution and Case Ownership /h3pDeliver incidents and service requests escalated from Service Desk or routed directly through approved channels. Progress work through to resolution, maintain timely updates, and ensure every activity is accurately managed in ITSM tooling. /ph3User Lifecycle Delivery (JML) /h3pExecute onboarding, offboarding, access changes, device handovers, and related user lifecycle activities accurately, consistently, and within agreed controls, approval paths, and audit expectations. /ph3Endpoint Experience and Workplace Readiness /h3pSupport endpoint devices, peripheral technology, collaboration spaces, and workplace IT services across offices and locations. Perform routine readiness checks, validate service usability, and maintain a consistent user experience across sites. /ph3Business Enablement and High-Touch Support /h3pProvide structured support for executive users, leadership interactions, events, and critical meetings. Ensure environments are prepared, tested, and supported using repeatable methods. /ph3Hardware and Refresh Coordination /h3pSupport device setup, replacement, refresh, decommissioning, and recovery activities in alignment with EUC standards, asset controls, and approved deployment approaches. /ph3Process Adherence and Standardisation /h3pOperate independently within agreed workflows, decision boundaries, and escalation models. Reinforce repeatable ways of working and reduce dependence on ad hoc support practices. /ph3Cross-Team Collaboration and Escalation /h3pWork closely with Service Desk, EUC, Identity, Infrastructure, Security, and local site stakeholders to ensure clean handoffs, complete context, and timely escalation of technical or policy-led issues. /ph3Continuous Improvement and Knowledge Contribution /h3pHighlight recurring issues, process inefficiencies, or experience gaps. Contribute to knowledge articles, procedural documentation, and service improvements that strengthen consistency and reduce rework. /ph3Operating Boundaries and Decision Rights /h3h3Authorised to /h3pOwn and progress support work within agreed scope; execute approved support and lifecycle activities; escalated risks, blockers, and non-standard cases; recommend service improvements based on operational evidence. /ph3Not authorised to /h3pDefine service workflows; approve endpoint standards; implement platform engineering changes; override access governance or security controls; make infrastructure or architectural decisions outside approved support boundaries. /p /p #J-18808-Ljbffr