.End User Services SupportThe Weir GroupMonterrey, MexicoOnsitePurpose of Role: The End User Services (EUS) Support is a key member of the IT Service Management function and part of a diverse team, both in geography and experience. The Service Management function is responsible for service support in accordance with customer SLAs and delivering colleagues an excellent IT service experience.As EUS Support you will provide operational day-to-day support for the build and run operations for end user services, including local deskside support, collaboration with internal customers and third-party vendors to deliver service to the Weir business meeting or exceeding agreed service levels.- Health & Wellbeing: As a global organisation there isn't one single solution that will enable us to take a proactive approach to our health and wellbeing. We have built a Health and Wellness framework focusing on Culture & Leadership, Safety & Environmental, Mental Wellbeing, Physical Wellbeing, Digital Wellbeing and Financial Wellbeing for different parts of the business to bring to life in a way that is most meaningful for them.- Grow your Own Way: Everything moves fast in the dynamic world of Weir. This creates opportunities for us to take on new challenges, explore new areas, learn, progress and excel. Best of all, there is no set path that our people must go down. Instead, everyone is given the support and freedom to tailor-make their own career and do the best work of their lives.- Be You and Belong: Weir is a welcoming, inclusive place, where everyone's contribution is recognised and all employees are encouraged to innovate, collaborate and be themselves.Key Responsibilities:- Delivery of defined end user services (EUS) to support the Weir business to agreed service levels and in collaboration with vendors where applicable while maintain a polite and courteous manner.- Strive to excel by meeting or exceeding the Service Level Objectives and job-logging and recording all calls and related activity in Weir's IT Service Management tool, ServiceNow.- Provide installation, configuration, delivery, maintenance and monitoring of EUS hardware, components and services, in accordance with defined roadmaps, strategies, policies and standards.- Follow, create and maintain operational and procedural documentation and escalation processes to ensure adherence to EUS SLAs.- Manage 4th level support escalations (to Original Equipment Manufacturer)Job Knowledge/Education and Qualifications:- Experience working in a level 2 role and tertiary IT qualifications, industry certifications and/or relevant work experience in a Level 2 IT support environment within a medium to large organisation.- Experience in maintaining and remediating EUS services and seeking opportunities to improve EUS operations
