End User Computing

6 months ago

Durban, South Africa Games Global Operations Limited Full time

Overview:
Hot role We are currently looking for an **End User Computing (EUC) Lead** to join our growing global team

As an EUC Lead, you will be responsible for delivering high quality technology support services to the Games Global end users. You must balance strong technical abilities with genuine interpersonal and leadership skills to satisfy end users and fulfil the Games Global mission. You will assist with overseeing the end user engineering global team through regular team meetings, planning, prioritisation and assignment of support, operations, and delivery of IT departments initiatives.

The EUC Lead will work in a dynamic, fast paced environment which provides services to the entire Games Global organisation, through effective and efficient collaboration. Customer satisfaction and continuously service delivery are key aspects of the role.

**Responsibilities**:

- Lead the IT support of end user compute team, by overseeing local site operations, coordinating the resolution of support escalations and planning/executing Games Global IT initiatives.
- Assess software onboarding requests and approve/implement as needed.
- Provide support for end user networking, wireless networking, VPN, software packaging, multi
- factor authentication, virtual desktop technologies, virtual machines, threat management and operating system deployment (OSD).
- Manage the onboarding of new end user technology in Games Global IT environment and ensure readiness to support.
- Configure, test, and deploy mobile device technology using management systems like Microsoft Intune.
- Assist end users with questions and issues that occur on both corporate and BYOD devices running various versions of iOS and Android OS.
- VIP Support, build strong relationships with executive staff and promptly assist them with their questions, incidents, and service requests.
- Audio Visual Support, Learn and support the audio/visual technology present in meeting rooms and auditoriums.
- Administer user, user groups and computers per standard operating procedures in Active Directory and Azure Active Directory.
- Collaborate with cross functional teams to develop and implement IT service delivery models that meet the needs of the business and its end users.
- Contribute and maintain IT Technical policies, procedures, and standards for end user computing to ensure compliance with COBIT controls, regulatory and security requirements, example: ISO.
- Manage all end user computing vendors relationships through regular service management operational meetings. - Manage all aspects of Service Delivery by utilizing Service Management best practices, e.g., ITIL.
- Provide technical guidance and leadership to the IT end user engineer team by ensuring that they have the necessary skills to support the end user compute environment.
- Service Level Compliance, Acknowledge and resolve assigned tasks, incidents, and changes according to published SLAs and KPIs. Regularly meet or exceed objectives. Motivate and assist engineers that are underperforming.
- Knowledge Management, Organize and motivate the support team to recognize situations where information is needed to elevate team performance. Manage support knowledge in the Knowledge Management System so that it remains accurate and relevant.
- Continuous Improvement, organize continuous improvement efforts by understanding staff insights and concerns and creating a pipeline of change. Maintains a key eye on opportunities to improve user experience, efficiency, compliancy, or cost savings. Drive resolutions to production.
- Maintain an up-to-date inventory of all end user configuration items in a central inventory system like a CMDB.
- Coordinate the deployment monthly and zero-day patches to all end-points devices.
- Provide monthly patching attestation reporting to the Games Global Technology Services Manager and Information Security Officer.
- Learn and follow the change management process. Independently test and implement changes in the environment while informing others.

Qualifications:
**Who are we looking for?**
- Preferable Bachelor’s degree in Computer Science or equivalent.
- Minimum 8 years’ experience in end user computing, with least 4 years’ experience leading and managing an end user computing environment.
- Strong leadership skills
- In dept knowledge in
- ** Office 365**, preferable a Microsoft Office 365 and **Intune** certification,
- ** JAMF** and **OKTA** experience or certifications.
- Ability to manage multiple priorities in a fast-paced environment

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