Engineer (End User Computing / IT Service

[What the role is]

We are seeking a highly motivated and talented individual to join our team as an End User Computing (EUC) and Information Technology (IT) Service Management Engineer. This role will involve assisting the Head of EUC on all IT EUC activities and facilities, to ensure users can effectively and productively use established and / or new innovative collaboration technologies, maintain good user experience, including AI/ML, office automation tools, desktop, and mobility technologies.

The ideal officer will have practical knowledge and experience of EUC, working experience in IT Infrastructure Library (ITIL) processes implementation, proficiency in ServiceNow workflows and dashboards, and preferably experience with identity management integration. You will assist the Head of EUC to manage vendors, optimize processes and target high impact / severity issues for resolution and follow ups. You will also contribute to driving simplification and optimization of IT Service Management processes, including adoption of AI/ML and automation solutions to improve key areas related to EUC and ITSM. You must be passionate about technology and embrace changes. You must be a good communicator being comfortable to communicate effectively to all levels and types of employees.

You will need to work closely across multiple teams in the CIO Office, establish trust and collaborate with partners and vendors.

[What you will be working on]
- IT Service Desk Management: Manage the IT service desk team, ensuring efficient and effective handling of user inquiries, incident resolution, and service request fulfilment, while maintaining high levels of customer satisfaction.
- IT Service Management (ITSM): Assist in the adoption and adherence to ITIL/ITSM best practices and standards, identifying opportunities for simplifying and optimizing processes and driving implementations to streamline processes and improve efficiency and visibility.
- Assist in the drive for adoption of innovative AI/ML and automation solutions to improve work processes and productivity of the team and colleagues in the organisation.
- Manage selection, deployment, and management of end-user computing devices, such as desktops, laptops, mobile devices, and peripherals, ensuring optimal performance, security, and user experience.
- Support modernisation of the workplace environment to increase productivity & efficiency and support in the digital transformation journey
- IT Governance and Compliance: Ensure ITSM and EUC practices comply with IM8 and CSA, security standards, and internal policies, taking appropriate measures to mitigate risks and ensure data protection.
- Manage all IT assets and configurations of the infrastructure and services to ensure that they are all accounted for, which will facilitate effective and efficient change management and problem management activities.
- Ensure incidents and requests are met and delivered within SLAs
- Perform root cause analyses to eliminate underlying problems of high impact incidents and/or prevent recurrence of incidents.

[What we are looking for]
- Background in IT, Computer Science, or related field.
- Minimum of 2 years of working experience in EUC support.
- Minimum of 2 years of working experience as a practitioner in the following ITIL processes.
- Change Management
- Asset Management
- Service Level Management
- Incident Management
- Problem Management
- Request Fulfilment
- Proficiency in using and designing ServiceNow workflows and dashboards.
- Practical experiences in managing system integrators / contractors / partners
- Good understanding of end-user computing technologies (Windows, Active Directory, Azure AD, O365, VDI), including desktops, notebooks, mobile devices, and productivity software.
- Experience in managing collaboration tools (Office 365, Video Conferencing, Telephony) for the employees.
- Willing to embrace changes and new technologies.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a team environment and collaborate with cross-functional teams.
- Experience in handling and supporting senior management users (including Management Committee members) and internal senior managers is a plus
- Experience with public service sector or GLC and possesses ITIL / PMP Certification is a plus
- Microsoft Certified: Modern Desktop Administrator Associate or equivalent certification is a plus.
- ServiceNow Certified System Administrator (CSA) certification is a plus.