End User Support

Position Goal

The End User Support Officer is responsible for delivering high-quality first and second-level IT support services to employees across the organisation. The role ensures end users receive timely, professional, and effective technical assistance for workplace technology, enabling them to perform their duties efficiently.
Reporting to the End User Manager, the role supports service desk operations, incident and request management, endpoint support, workplace technology services, user education, and continuous improvement initiatives while adhering to organisational policies, security standards, and service level agreements.

KRA

1. End User Support Services

• Provide first and second-level technical support to users.
• Respond to incidents and service requests within agreed service levels.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Escalate complex issues in accordance with established procedures.
• Deliver professional and customer-focused support services.
• Maintain accurate support records within service management systems.

1. Service Desk Operations

• Log, classify, prioritise, and manage incidents and service requests.
• Monitor assigned tickets through to resolution.
• Assist in maintaining SLA compliance.
• Support major incident activities as directed.
• Contribute to knowledge base development and maintenance.
• Identify recurring issues and recommend improvements.

1. Desktop & Workplace Technology Support

• Support desktops, laptops, mobile devices, printers, and peripherals.
• Install, configure, and maintain standard hardware and software.
• Support Microsoft 365, Teams, Outlook, and collaboration platforms.
• Assist with meeting room and conferencing technologies.
• Prepare and deploy user devices in accordance with standards.
• Provide user guidance on technology usage and best practices.

1. Endpoint Management

• Support endpoint provisioning, deployment, and replacement activities.
• Assist with patching, software deployment, and device maintenance.
• Maintain asset information and device inventory records.
• Support endpoint compliance and security requirements.
• Monitor endpoint health and report issues requiring attention.
• Assist with device retirement and disposal processes.

1. Customer Experience & User Satisfaction

• Deliver excellent customer service and user engagement.
• Communicate clearly and professionally with users.
• Participate in customer satisfaction surveys and feedback activities.
• Assist in resolving recurring user issues.
• Promote self-service and knowledge-sharing practices.
• Contribute to improving the employee technology experience.

1. Governance, Security & Compliance

• Follow organisational policies, procedures, and standards.
• Ensure security controls are applied to supported devices.
• Support cybersecurity awareness and compliance initiatives.
• Maintain accurate documentation and support records.
• Participate in audits and compliance reviews as required.
• Escalate security incidents and policy breaches promptly.

1. Major Incident & Business Support

• Provide support during critical incidents and outages.
• Assist in incident investigation and resolution activities.
• Support business continuity and recovery activities.
• Participate in post-incident reviews where required.
• Help implement corrective actions and preventative measures.

1. Vendor & Supplier Support

• Coordinate with technology vendors when required.
• Assist with warranty claims and service requests.
• Support hardware procurement and deployment activities.
• Provide feedback on supplier performance to the End User Manager.

1. Continuous Service Improvement

• Identify opportunities to improve support processes.
• Contribute to service improvement initiatives.
• Assist in developing support documentation and knowledge articles.
• Promote automation and self-service opportunities.
• Support operational excellence initiatives.

Qualifications and experience

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or related discipline.
• ITIL Foundation certification desirable.
• Microsoft certifications desirable.
• Minimum 3-5 years' experience in IT support, service desk, desktop support, or end user computing.
• Experience supporting Microsoft Windows and Microsoft 365 environments.
• Experience supporting end-user devices, applications, and collaboration technologies.
• Experience using IT service management tools.
• Experience within banking, financial services, or regulated environments preferred