IT Customer Experience Administrator

Job Description

Key Responsibilities

• Deliver exceptional onsite and remote End User Computing (EUC) support services, ensuring a positive customer experience through proactive communication and responsive service delivery.
• Provide first and second-level technical support by diagnosing and resolving hardware, software, operating system, and device-related issues for internal customers and business partners.
• Configure, deploy, maintain, and support end-user devices.
• Maintain accurate asset and configuration information within the Configuration Management Database (CMDB) and contribute to the development of support documentation, policies, procedures, standards, and knowledge articles.
• Collaborate with Service Desk teams, vendors, and external service providers to support operational activities and successfully deliver EUC-related projects and technology initiatives.
• Identify and implement continuous improvement opportunities.
• Keep customers informed of progress of requests and incidents, and other updates that enhance the overall user experience.

About You

• Demonstrated experience providing first and second-level IT support within a customer-focused End User Computing (EUC) environment.
• Strong technical knowledge of Microsoft 365, Intune, Windows operating systems, device deployment, hardware, software, and troubleshooting practices.
• Proven experience collaborating with Service Desk teams, external service providers, and technology vendors to deliver high-quality support services.
• A proactive and solutions-focused approach, with a track record of identifying and driving continuous improvement initiatives.
• Excellent communication, relationship-building, and customer service skills, with the ability to explain technical information clearly to a diverse range of stakeholders.
• Tertiary qualifications in Information Technology, Business, or a related discipline (or equivalent industry experience), with ITIL certification and/or relevant technical certifications highly regarded.

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