Job Description L3 Deskside / EUC Escalations Act as the primary L3 escalation point for incidents and requests handed off from L1/L2 teams (Manila and local) across Deskside, Hardware, Loaned Equipment and related queues in Jira Service Management. Diagnose and resolve complex end-user issues across: Windows and macOS endpoints Mobile devices and peripherals Collaboration tools (e.g. Teams, conferencing) In-building technology (AV, Teams Rooms, cloud printing, tech hubs). Take ownership of end-to-end resolution for onsite incidents that cannot be solved remotely (for example, urgent hardware swaps, event support, complex AV issues), coordinating with Infra, Cyber and external vendors as required. Maintain high standards of ticket hygiene, including clear summaries, next actions, accurate status and closure notes that support reporting, hand-offs and future automation. Onboarding, Offboarding and Asset Lifecycle Deliver a smooth technology experience for new starters and leavers by managing device builds, logistics, access readiness and workspace technology. Prepare and maintain standard device builds for Windows and macOS in conjunction with Intune and Jamf administrators and Infrastructure teams. Support hardware lifecycle activities (refresh programs, swaps, loan pools,decommissions) and ensure asset data in JSM/CMDB and supporting records is accurate and up to date. Work closely with IDAM and Cyber teams to ensure devices and identities are decommissioned securely, coordinating with tools such as Entra ID, Intune, Jamf Pro, CrowdStrike and Netskope, and contributing to improved decommission workflows. Office and In-Building Technology Maintain, monitor and improve office technology across Lendi Group locations (Sydney, Melbourne and other sites), including printers, Teams rooms, AV panels, displays and collaboration spaces. Provide reliable onsite support for major events and “moments that matter” (for example, all-hands, key stakeholder sessions and relocations). Work with vendors (e.g. Ricoh, facilities and network partners) to plan and execute printer and AV refreshes, relocations and stabilisation activities. Automation, AI-Native Workflows and Continuous Improvement Contribute to the design, configuration and ongoing tuning of EUC-focused automation in JSM and Rovo (e.g. ticket playbooks, knowledge surfacing, comment summarisation) to improve triage quality and reduce L3 effort. Use AI tools (such as Rovo, ChatGPT and other automation platforms) to draft RCAs, summarise ticket histories, generate documentation and identify opportunities where automation or agentic workflows can simplify EUC processes. Partner with Infrastructure, Cyber and Platform teams on AI-native initiatives, ensuring EUC processes and pain points are well represented and that solutions are practical for day-to-day operations. Apply problem management techniques and trend analysis to identify root causes, propose remediation and reduce the volume of recurring incidents. Stakeholder, Documentation and Knowledge Produce and maintain clear, user-friendly documentation and knowledge base articles covering recurring EUC issues, onboarding/offboarding flows and office technology. Provide coaching and knowledge transfer to L1/L2 teams and EUC peers on new tooling, processes and automation, ensuring changes “stick” and reduce re-work. Engage constructively with brokers, leaders and frontline staff, balancing responsiveness with sustainable ways of working for the wider EUC and Infrastructure teams.
