Act as a point of escalation within the EUC for more complex or in-depth issues
Perform the role of a Problem Analyst in the SES Problem Management process for problems requiring the analysis of the ServiceDesk
Take on role of Incident Manager when required or directed by management
Act as a point of contact between the EUC and the Digital Workplace team for in-depth understanding of SES computer deployment process
Train and mentor more junior EUC agents
Provide first level Incident logging and resolution, or re-assignment to other teams
Provide Service Request Fulfilment for IT Services
Provide support for various technical areas like computers, computer peripherals, mobile phones, printers, applications, conference systems, software delivery, user account and access management, etc.
Adhere to and promote all applicable official SES policies, procedures, and standards.
Ensure the adherence to existing policies (ITSM, CoBIT, ITIL, Security)

Education and experience in Information and Communications Technology (ICT), Computer Science, Computer Engineering or equivalent or 4 years applicable work experience
Experience with ITSM tool (ServiceNow, BMC, HPSM, …)
Fluency in English, any other language is considered as an asset
Willingness for occasional international travel

Engineer, EUC

Key skills