Remote Desktop Support Engineer

Collaboration & EU Support

The services to be provided under the Collaboration & EUC Support tower shall include, but not be limited to, the following activities:

• Incident & Request Management

• HQ IT local business hours support for all incidents and service requests
• ServiceNow ticket handling for O365, Apple, MTR systems, and general IT incidents

• COS mailbox and user management

• End-User Device Provisioning & Lifecycle Management

• Provisioning of end-user devices (laptops/desktops / Mobile Devices) for both existing and new users
• New device installation, including restoration of official user data (where applicable)
• Operating system installation through the centralized Heineken global workplace imaging process:
• SCCM - Operating System Deployment
• Modern Workplace Microsoft Intune Autopilot
• Endpoint and Device Management (Apple, JAMF, Intune)
• Coordinate with the Official Shipping agents for Device Dispatch

• VIP & Executive Support

• Dedicated IT assistance for senior leadership and board members
• priority-based resolution of VIP incidents and service requests

• Core Administration & Access Management

• Exchange and Printer Administration
• Identity & Access Management (HeIDM, NERM, MyAccess)

• Workplace & Front Office IT Support

• IT support for Reception, Host, Mail Room, Townhall, and Front Office Coordinator functions
• Proxy click visitor management support

• Meeting Rooms & Collaboration Technology

• Meeting Room Technology (MTR systems): setup, configuration, and troubleshooting along with vendor
• Coordination and Resolution of MTR-related incidents and requests

• Service Improvements & Projects

• Execution of local IT projects, upgrades, and enhancements
• Software/license management, including renewals and compliance
• COS service improvements and automation initiatives
• Collaboration with internal and external teams on EUC-related services

• Analytics & Reporting

• service now or power BI reporting and dashboarding for service performance, device usage, and license management base on existing tool

• Supplier & Subscription Management

• Coordination and Management of external suppliers
• Oversight and administration of mobile subscriptions
• Manage Periodic maintenance and AMC suppliers (Printers, Meeting room Devices Etc)