The EUC Engineer (Deskside) is a senior, hands-on role responsible for keeping Lendi Group’s brokers and corporate staff productive by owning complex end‑user technology incidents, requests and office technology. The role acts as the last line of escalation from L1/L2 support (Manila and local), delivers high‑quality onboarding and offboarding experiences, and maintains the health of devices and in‑office tech across our sites.
Beyond day‑to‑day support, this role plays a key part in how the EUC function modernises: identifying opportunities for automation, using AI‑native tools in everyday work, and helping to improve processes so issues are resolved faster and with less friction.
Key responsibilities
L3 Deskside / EUC Escalations
- Act as the primary L3 escalation point for complex EUC and Deskside incidents across Windows, macOS, mobile devices, collaboration tools, AV systems, printers, and workplace technology.
- Own end-to-end resolution of onsite issues, coordinating with Infrastructure, Cyber, and external vendors where required.
- Maintain high-quality ticket management, documentation, and handovers.
Onboarding, Offboarding and Asset Lifecycle
- Deliver a seamless technology experience for new starters and leavers, including device provisioning, logistics, and access readiness.
- Support device builds, hardware refreshes, loan equipment, asset management, and secure decommissioning processes in partnership with Infrastructure, IDAM, and Cyber teams.
Office and In-Building Technology
- Support and improve workplace technology across offices, including Teams Rooms, AV equipment, printers, displays, and collaboration spaces.
- Provide onsite support for key business events, office relocations, and technology upgrades, working closely with vendors and facilities teams.
Automation, AI-Native Workflows and Continuous Improvement
- Contribute to automation and AI-driven improvements across EUC processes using Jira Service Management, Rovo, ChatGPT, and related tools.
- Partner with Infrastructure, Cyber, and Platform teams to streamline operations, reduce manual effort, and improve service delivery.
- Apply problem management and trend analysis to identify root causes and reduce recurring incidents.
Stakeholder, Documentation and Knowledge
- Create and maintain knowledge articles, user documentation, and support processes.
- Provide coaching and knowledge transfer to L1/L2 teams and peers on tools, processes, and automation initiatives.
- Build strong relationships with business stakeholders, ensuring a responsive, user-focused support experience while promoting sustainable ways of working.
