Lead Engineer - EUC Engineer (Cluster office)

Position Overview

The EUC Engineer provides technical support to end users on various technical issues and problems relating to hardware and software. He/She responds, documents and resolves service tickets in a timely manner and according to Service Level Agreements. He/She creates new report templates and formats for new analysis. He/She interacts with cross functional teams, understands support requirement, performs ad-hoc root cause analysis, develops checklists for typical problems and defines methods for issue resolution and prevention. He/She is required to be on standby with on-call availability, varied shifts including nights, weekends and holidays. He/She understands the service level requirements and strives for continuous service improvement by providing quality technical support to end users.

He/She is able to identify interdependencies when analysing problems and developing creative solutions. He/She displays a sound judgement when making decisions and demonstrates initiative when situation calls for action.

Role & Responsibilities

• Identify actions to maintain or improve levels of service.
• Advise the business on IT support metrics and capabilities. 
• Priorities activities to ensure continuity of service and prompt issue resolution.
• Oversee the compiling of data for reporting purposes.
• Plan installation of hardware equipment, software and maintenance agreements.
• Analyse enquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved.
• Develop problem solving guidelines, checklists, or other materials to assist staff to respond to user problems that are recurring or routine.
• Establish performance and reporting measures to provide an effective and efficient level of service.
• Oversee team management including budgets, forecasting, work allocations and staffing.
• Drive effective performance management practices within department in accordance with company policies and procedures.
• Review EUC project plan to determine time frame, funding limitations, procedures for accomplishing projects.

Requirements

• Possess a Bachelor Degree in IT or healthcare professionals with degree and equivalent experience. 
• At least 10 years of experience in managing IT operations and support, preferably in a large organization. 
• Team player and good people management skills to lead a large number of subordinates.
• Possesses good business acumen and analytical abilities
• A strategic, creative thinker who is results-oriented
• Excellent leadership, negotiation, interpersonal and communication skills. 

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