Position Title : End User Computing (EUC) Support Engineer

Reporting Line : Senior Manager - GETS APAC

Position Purpose: Responsibility for delivering positive technology experiences for all ADP Australia Associates by ensuring high quality and timely ICT support, along with driving better adoption, and use of, technology within the workplace.

Key Responsibilities:

• Provide first and second level support through issues reported through the International Service Desk, Tech Café events and functional escalations.
• End to end accountability through the ownership of incidents from initial report to resolution; as well as problem investigation and root cause identification.
• Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements.
• Proactively monitor performance to ensure that issues or problems are resolved before they impact the business.
• Help identify and drive continuous improvement aligned to business and technology requirements, implement automation and self-service processes to improve user experience and responsiveness.
• Drive improved adoption of the technology already available to ADP Associates, creating a more tech-enabled and efficient workforce.
• Deliver induction, training and knowledge sharing sessions for ADP Associates on both existing and future technology offerings.
• Produce and distribute timely communication to Associates, leveraging the various channels available at ADP.
• Help maintain self-service tools and knowledge bases; ensuring appropriate processes are in place for their continuous development.
• Maintain physical hardware and coordinate installations, moves and repairs.
• Work with vendors/partners and ensure they deliver on their commitments.
• Ensure all changes are performed in a controlled and auditable manner that aligns with ADP's change management process.
• Work on global and country level projects that improve ADP's technology environment for associates or clients.
• Perform work outside of business hours where required.

• Minimum 3 years' experience in a similar Desktop Support position within a corporate environment.
• Excellent understanding of the Microsoft 365 suite of products and where they can be used to drive better business outcomes.
• Advanced knowledge of Microsoft based operating systems and supporting administrative tools.
• Comfortable supporting and troubleshooting hardware including, but not limited to, computers, servers, printers, phones, switches, conferencing equipment and patch panels.
• Knowlege of Amazon Web Services and cloud concepts.
• Strong service management experience, supporting both in-office and remote users.
• Exceptional organisational skills, the ability to prioritise and multi-task; whilst dealing with ambiguity.
• Outstanding interpersonal skills and a well-developed capacity for effectively managing relationships with a range of stakeholders.
• Effective communication skills, both written and verbal.

• Tertiary qualification or comparable industry experience.
• ITIL certification highly regarded