Senior Agent, Global EUC

Primary Responsibilities / Key Result Areas

• Act as a point of escalation within End User Computing team for more complex or in-depth issues
• Perform the role of a Problem Analyst in the SES Problem Management process for problems requiring the analysis of EUC team
• Take on role of Incident Manager when required or directed by management
• Act as a point of contact between the EUC team and the Endpoint Management team for in-depth understanding of SES computer deployment process for the purposes of troubleshooting or training of the EUC team
• Train and mentor more junior EUC Engineers
• Provide first level Incident logging and resolution, or re-assignment to other teams
• Provide Service Request Fulfilment for IT Services
• Provide support for various technical areas like computers, computer peripherals, mobile phones, printers, applications, conference systems, software delivery, user account and access management, etc.
• Adhere to and promote all applicable official SES policies, procedures, and standards
• Ensure the adherence to existing policies (ITSM, CoBIT, ITIL, Security)
• Leverage the SES official Knowledge base in response to Incidents and Requests to ensure consistency and adherence to established practices
• Take ownership and responsibility for assigned Incidents, Requests, or Tasks and follow them up until solved and keep the user up to date
• Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests and task assignments
• Be proactive and responsive to customer needs
• Participate in the monitoring of the SES IT landscape via the use of monitoring tools, dashboards, and alert notifications
• Proactively communicate, as necessary, service status changes, advisories, or updates to appropriate stakeholders via established designated channels
• Actively participate to the Lifecycle management of all End User Computers within SES including:
• Deployment
• Maintenance
• Renewal
• Disposal Management
• Create and maintain EUC related Knowledge articles and support documentation as requested
• Participate in after-hours on-call rotation for end-user support

Competencies

• Ability to work independently and as a strong team player
• Be absolutely service and customer oriented
• Ability to multi-task and work under pressure
• Ability to document all work performed
• Excellent understanding of computer hardware and operating systems (Windows 10, Windows 11)
• Excellent knowledge of fundamental operations of software (MS Office 365 and previous versions), hardware (laptops, PCs, phones, printers, scanners, …) and other equipment
• Thorough understanding of Cloud concepts
• Working knowledge of Azure service portal and the ability to navigate it
• Fundamental understanding of Active Directory and Group Policy and uses in an enterprise environment
• Ability to work internationally in a matrix-managed, results-oriented environment
• Very strong analytical and problem-solving skills: ability to interpret complex technical issues
• Good communication skills: able to exchange ideas and information effectively in a concise & logical way and be sensitive to audience diversity
• Ability to clearly explain complex technical issues to non-technical people
• Self-motivated and demonstrate a “doer mentality”

Qualifications & Experience

• Associate’s Degree in in Information and Communications Technology (ICT), Computer Science, Computer Engineering or equivalent or 3 years applicable work experience
• Experience with ITSM tool (ServiceNow, BMC, HPSM, …)
• Fluency in English, any other language is considered as an asset
• Willingness for occasional international travel