Senior Associate – Workplace Tech

About the role

The Senior Associate – Workplace Tech will lead incident and request resolution within the End User Computing (EUC) team, ensuring efficient, accurate first‑touch support for users.

Key responsibilities

• Own the progress of calls from inception to resolution, keeping customers informed.
• Monitor call queues, prioritize incidents, and reconcile user accounts.
• Maintain compliance with service, change, risk and security policies.
• Mentor Workplace associates and act as an internal escalation point.
• Report on EUC operations performance and implement efficiency improvements.
• Participate in on‑call rota as required.

Required profile

• Minimum 5 years of workplace desktop support experience.
• Strong break/fix expertise across Windows (including Windows 11), macOS, laptops, desktops and printers.
• Experience supporting mobile devices (iPhone, iPad) and remote connectivity tools (VPN, broadband, 5G).
• Excellent verbal and written communication with a customer‑focused approach.

Required skills

• Microsoft Office Suite troubleshooting (Teams, Outlook, Word, Excel).
• Active Directory user account administration.
• Familiarity with Microsoft Intune and conferencing technologies.
• Asset inventory and procurement process knowledge.

What we offer

• Health care coverage and child education contribution.
• Remote and flexible working policies.
• Exclusive employee discounts.