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Job Purpose

The IT End-User Support Specialist is responsible for the day-to-day operational delivery of on-site IT End-User

Services across all Lucy companies. The role will prioritize the delivery of End User Computing (EUC) services

that deliver business value and enable users to exploit and benefit from the full range of services available to

them (e.g., User hardware, Operating Systems, Applications, End-User Devices). The success and value of this

role is driven (and measured) by the need to continually deliver a positive End-User Experience.

Key Accountabilities

• Delivery of assigned IT End-User Support activities and priorities within agreed service levels (e.g.,

Incidents, Changes, Service Requests, Service Improvements, projects)

• Provide extensive support to critical/VIP users on priority.
• Get involved with local site IT improvement and provide IT assistance.
• Provide extensive support during Board meetings/AGM/budget and any business level meetings.
• Responsible for maintaining all meeting rooms in working condition and coordinate with support

during any faults.

• Work with other team members to continually improve all aspects of IT services that deliver value

and enhanced the end-user experience.

• Work closely with global business users and teams to exploit existing and new technology. Identify

and exploit opportunities for automation and digitization of key processes and activities.

• Handover of new and replacement hardware, ensuring the end user has a good understanding

how to use it and how to seek support. Keep up to date with the release cycle for key applications

and ensure compatibility with the existing environment.

• Troubleshoot hardware issues and perform upgrades based on performance monitoring.
• Proactively seek out opportunities for continual improvement. Own and progress these

opportunities ensuring maximum value is achieved.

• Continue to challenge yourself and improve in all applicable technology areas to ensure you have

appropriate knowledge and skills necessary to complete all assigned tasks and support the broader

team.

• Adhering to service management processes and standards. Ensuring excellent incident

management to minimize business impact.

• Build and maintain effective and trusted relationships with colleagues, to aide IT support and the

delivery of high standards of service.

• Create and update Knowledge Items and other relevant documentation.
• Maintains records and databases containing information regarding licenses, warranties, and

service agreements for the organizations hardware and software. Minimizes organizational cost

through product standardization and tracking. Tracks quality throughout the product lifetime.

• Responsible for administrative duties within the IT procurement and inventory management

function at a large scale of IT assets for Brazil.

• Formulates and implements processes, procedures, and systems for tracking and analysing

software, hardware, and equipment from requisition through retirement.

• Work with vendors for best quotation, price negotiation and creating purchase

requisitions/purchase orders.

Qualifications, Experience & Skills

Key Skills:

• Excellent knowledge of Office 365 and MS Operating Systems
• Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange
• Breadth of IT Support knowledge and demonstrable experience in support of PCs, Mobile Phones,

or other User Technologies

• Experience using ITSM tools such as ServiceNow.
• Proven ability to troubleshoot and resolve both hardware and software technical issues.
• An enthusiastic commitment to delivering and maintaining a positive End-User Experience.
• An entrepreneurial spirit who can solve challenging problems, make a real impact in technology,

and want to build something big.

• Excellent customer relations skills
• Excellent communication skills, both written and verbal, together with polite telephone manner
• Friendly and approachable with good customer service skills and able to communicate with

colleagues who have varying IT knowledge.

• Well organised and able to prioritise workload.
• Collaborative and community focused
• Friendly and positive attitude

Minimum Qualifications, Knowledge and Experience:

• Degree in an IT related subject
• 2+ years’ experience in an IT End-User Service or Desktop Services role
• ITIL3/ITIL4 Certification, or 2+ years’ equivalent experience in an IT Service Management
• An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS,

AD), including administration and operation.

• Experience of Microsoft 365 Deployment and Operations
• An understanding of Microsoft Azure Cloud Eco Systems and Services

- Operational experience of ServiceNow (ITSM - Incident Management; Change Management;

Request Fulfilment).

• Strong Verbal and written communications skills; Excellent problem-solving skills
• BYOD/MDM Deployment and Support
• An understanding of Information Security (InfoSec) and Cyber Security fundamentals

Desirable Skills, Qualifications, and Experience:

• Project management certification or experience of delivering projects.
• Strong understanding cloud technology