Desktop EUC Support L1 – End User Computing

About the role

We are looking for a Desktop EUC Support L1 professional to deliver end‑user computing services for field users. The role involves managing the full lifecycle of desktop and laptop devices, providing on‑site and remote assistance, and ensuring security compliance.

Key responsibilities

• Handle hardware, software and connectivity incidents for desktops and laptops from ticket creation to resolution.
• Perform IMAC (Install, Move, Add, Change) and desk‑side support, including break‑fix and hardware replacement.
• Maintain standard operating system images, patch updates, and anti‑virus profiles on all devices.
• Monitor security compliance and take corrective action for non‑compliant machines.
• Analyse service‑desk data to identify training needs and automation opportunities.
• Provide VIP desk‑side support and act as the primary IT point of contact when other teams are unavailable.

Required profile

• Good knowledge of Windows 7 and Active Directory, with experience in “smart hands and feet” support.
• Familiarity with macOS and tablet devices is a plus.
• Experience using a service‑management tool such as ServiceNow.
• Understanding of ITIL processes (Incident, Change, Problem, Service Request) and spare‑stock management.
• Associate degree in electronics or related field; Bachelor’s degree preferred.

Required skills

• Windows 7 operating system
• Active Directory
• macOS and tablet support
• ServiceNow (or similar ITSM tool)
• EUC tools and remote support utilities
• Microsoft Office and Outlook
• Lync (Microsoft Teams) and VPN technologies
• Mobile device management
• ITIL incident and change management
• Hardware imaging, patch management, and anti‑virus monitoring