EUC Administrator

Job type:
Start date:
IDC Technologies Solutions Ltd
Published at:
flag_no United Kingdom
Project ID:

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IDC Technologies is looking to hire EUC Administrator in below locations:

London | Wokingham | Aberdeen

Please note this being a VIP User support, the nature of work mandates to have a good knowledge and hands on experience on Mac OS and Apple Handheld devices.

Job Purpose:

  • Receiving, prioritizing, documenting, and actively resolving requests from customer VIP/staff/clients in a timely manner.
  • A large proportion of this job require to attend and resolve VIP clients on field and over telephone working in a busy (sometimes high-pressure) environment. Candidate must have an excellent In personal and telephone manner.

Key Responsibilities:

In this exciting and varied role candidate will be expected to:

  • Manage effectively the resolution of support issues that are reported to customer in an efficient manner
  • Act as a technical authority, providing expertise to both team members and requesters
  • Ensure that customer call resolution surpasses customer's expectations
  • Communicate clearly to all stakeholders

Typical work activities include:

  • Logging incoming customer communication, taking ownership of, and working on support queries
  • Keep customers informed in a professional manner ensuring accuracy of detail
  • Troubleshooting problems and providing advice on the appropriate action
  • Accurately record time activity in line with procedures
  • Accurately record all customer communications using the appropriate Service Desk software
  • Installing, supporting and providing routine maintenance to hardware and software
  • Analyzing and resolving faults ranging from a major system crash to a forgotten password
  • Ensure that documentation and job notes are kept up-to-date and accurate
  • Other duties as and when required by the management.

Personal skills required:

  • Excellent attitude, great phone etiquette.
  • Team player with the ability to motivate and educate other team members in principles of service delivery excellence.
  • Ability to demonstrate clear & confident communication skills both written and verbal.
  • Ability to deal with problems and technical issues in a friendly, calm and reassuring manner.
  • Excellent problem solving ability. A proactive thinker who encompasses the bigger picture .
  • Passion for IT and technology, and a drive to help customers take advantage of new solutions.
  • An enthusiastic, thorough and methodical approach to problem solving.
  • Ability to multi-task, prioritise and escalate accordingly.
  • Self-motivated.
  • Ability to learn new skills quickly - for example, supporting new applications.
  • Tenacity and dedication to pursue an issue from beginning to end.
  • The initiative and reliability to work unsupervised on many occasions is a must

Technical skills required:

  • Previous experience in IT support - at least 3 years in IT support role.
  • Ability to produce clear, concise and accurate documentation and job notes.
  • Windows 7, Win 10, Apple Mac OS to advanced level
  • Office , O365 features to advanced level.
  • Good understanding of AV technologies and experience of their administration, including MS Teams, Webex, Ploycom
  • Strong understanding and working knowledge of Messaging services, and other mobile apps
  • Good understanding of AV technologies and experience of their administration.
  • Strong understanding of backups and restoration methods.
  • The ability to articulate at a technical level appropriate to the circumstances - eg for clients with varying levels of IT knowledge & competence.
  • Natural interest in IT with a desire to stay abreast of new technologies.

Desirable attributes:

  • Creative thinking around process analysis and improvement.
  • Skills to deal with difficult or demanding clients.
  • Knowledge of Apple products and software
  • All employees are expected to display behaviors reflective of our Company values:
    • Friendly, Committed-to-work, Accountable, Quality, Trust, Ethical & Integrity