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What We'll Bring:

Provide technical support for end user related tickets assigned from the ASC / Service Desk, or where end users are facing issues within an office, using Remedy to manage ticketing queues.

What You'll Bring:

• Through global aligned process, provision (build) devices (laptops & mobile devices) for new starters, break fix or refresh
• End user software and installation and any associated issues with automated installs where a local technician is required to remote or inspect a device
• End user device hardware upgrades & maintenance (including peripherals)
• As directed by global process, or standard update cycles ensure laptops are patched and maintained to the latest information security patch levels
• Supporting engineering colleagues in application packaging and deployment
• Work with EUC colleagues to manage tickets in a priority order and escalate for assistance as necessary.  Often working alone or with a ticket stack which is owned by the individual
• Work with global GATS colleagues to troubleshoot and resolve more complex issues, often being the regional / in country lead for these issues
• Ensure new starter hardware is provisioned for day 1 and ensure new laptop builds and mobiles are built to standard build processes
• Maintain accurate records of hardware assets in the digital repository (Asset Panda) & follow global asset mgt process as directed by management
• Support and take direction from the Team Lead around stock inventory checks (reporting output to global EUC as part of global asset process launching February)
• Responsible for compliance with end user policies and strict adherence to Asset Panda standards
• As necessary provide global ticketing support and / or VIP support
• As necessary provide Exec / VIP support in country, often being the ‘face of technology’ in the office or across region
• Support the Audio-Visual technology up to level 2 type troubleshooting for Poly issues
• Prepare, plan & support onsite events as needed sauch as Town Halls
• Maintain cleanliness, and good order in the technology storerooms, and build rooms
• Responsibility for purchasing equipment
• Be prepared to face any technology challenge for an end user, and use experience to know when to work with other colleagues to overcome a situation.

Impact You'll Make:

Experience:

• 5yrs in an IT Service environment, with hands on technical experience of end user device build and support
• skills (or certification) in OS areas such as Windows, Mac, virtual environments
• proficiency across all end user collaboration systems such M365 suite
• worked in an office or satellite office environment

Core Skills:

• ability to work alone and to own prioritisation
• confidence in dealing with ‘C’ Suite / VIP level stakeholders (up to CEO) for tech issues
• excellent comms skills
• technical skills across end user devices and common applications (eg M365)
• ability to overcome challenges (technical) under pressure at times, and understanding when to reach out to global peers for support

 

TransUnion's Internal Job Title:

Analyst, Infrastructure Engineering and Provisioning