IT End User Support Specialist

In this role you will be responsible for handling two key deliveries:

• Desk Side Support: The 2nd Level support for the end users. You are performing all tasks that require indepth technical knowledge, enable purchase activities, provide local guidance to the business.
• Business Unit specific support: The 2nd Level support of Production Companies, Distribution Centers and Customer Centers and all non-desk side support. You will support the key business functions and ensure the right support model is engaged. Ensure disaster solution to mitigate Epiroc loss of revenue.

Mission:

• Provide full onsite/desk side and remote support to end users for all their IT issues, services and change requests for the users in the region. Additionally, he/she will also support remote users in other locations.
• Collaborate with the Regional End User Support Manager and the Regional IT Manager in the management of the IT platform to keep the information systems in optimal operating condition.
• Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly.
• Act on incidents which are approaching or have reached the point of breaching our service level agreements.
• Ensure the end users capability to access certified applications from the supported end points according to the Epiroc Way policies.
• Mobile devices and tablets support and management including provisioning of hardware.
• Coordinate the acquisition of hardware and software.
• Provide hands on support to our specialist teams with server, network, and telephony infrastructures (friendly hands*).
• Advise customers and users on their IT needs and best practices.
• Provide end user trainings and IT workshops.
• Contribute to continuous improvement as implementing standards with the overall target to increase efficiency.
• Manage and participate in projects as assigned.
• Represents Epiroc IT for all IT needs of the customers.
• Other duties and responsibilities as assigned.
• You can travel when required up to 20% of the time.
• Keep IT assets update.
• Keep updated documentation about internal IT procedures, referring to Epiroc Way for standards policies/procedures.
• Vendor support for the IT area.
• Properly escalate incidents to Regional IT Manager and Regional End User Support Manager according to the impact, severity and urgency.
• Participate in training to End Users in IT related areas.
• Other tasks as assigned by the Regional EUS Manager.