IT End User Support Specialist

Job Description

End User Support Specialist (PRACTITIONER)

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.

You will report to the Regional End User Support Manager.

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

Experience requirements

• 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.

Knowledge / Educational requirements

• University degree or equivalent competence gained through experience.
• Fluency in English (oral and written is a must). Other languages are a plus.
• ITIL Certified.