End User Support Specialist - HK

The End User Support Specialist (Band II) delivers structured, high-quality end-user technology support across assigned business units, ensuring a reliable and consistent client experience across endpoint, workplace, and user lifecycle services. The role focuses on controlled execution, stronger case ownership, workplace readiness, and support quality across defined support boundaries.

The role operates within a defined support model where Service Desk owns front-line support, including intake, triage, and resolution within defined scope; End User Support Specialists own structured execution for escalated and onsite support activities; End User Compute (EUC) owns endpoint platforms and standards; and the Client Support Operations Lead defines and enforces workflows.

This role is responsible for the operational delivery of end-user support, workplace readiness, and user experience. Accountability for endpoint engineering, technical architecture, and infrastructure change approval remains with the relevant engineering and operational teams.

·       Deliver reliable execution of end-user incidents, requests, and support tasks within agreed service boundaries.

·       Own support cases end-to-end, maintaining clear communication, user engagement, and accurate ITSM tracking.

·       Execute joiner, mover, leaver (JML) activities in a controlled, auditable, and standards-aligned manner.

·       Maintain endpoint, meeting room, and workplace technology readiness across supported offices and locations, including providing cross-site support where required.

·       Provide structured high-touch support for executive interactions, business-critical meetings, and events.

·       Escalate non-standard or out-of-scope issues through the correct operational and technical channels.

·       Identify repeat issues, service friction, and workflow gaps to support continuous improvement and service stability.

Operational standards are defined by the Client Support Operations Lead. Endpoint platform design and standards remain with EUC. Line management accountability sits with the Client Support Team Lead.

·       Deliver reliable execution of end-user incidents, requests, and support tasks within agreed service boundaries.

·       Own support cases end-to-end, maintaining clear communication, user engagement, and accurate ITSM tracking.

·       Execute joiner, mover, leaver (JML) activities in a controlled, auditable, and standards-aligned manner.

·       Maintain endpoint, meeting room, and workplace technology readiness across supported offices and locations, including providing cross-site support where required.

·       Provide structured high-touch support for executive interactions, business-critical meetings, and events.

·       Escalate non-standard or out-of-scope issues through the correct operational and technical channels.

·       Identify repeat issues, service friction, and workflow gaps to support continuous improvement and service stability.

Operational standards are defined by the Client Support Operations Lead. Endpoint platform design and standards remain with EUC. Line management accountability sits with the Client Support Team Lead.

Authorised to
Own and progress support work within agreed scope; execute approved support and lifecycle activities; escalate risks, blockers, and non-standard cases; recommend service improvements based on operational evidence.

Not authorised to
Define service workflows; approve endpoint standards; implement platform engineering changes; override access governance or security controls; make infrastructure or architectural decisions outside approved support boundaries.

The End User Support Specialist (Band II) delivers structured, high-quality end-user technology support across assigned business units, ensuring a reliable and consistent client experience across endpoint, workplace, and user lifecycle services. The role focuses on controlled execution, stronger case ownership, workplace readiness, and support quality across defined support boundaries.

The role operates within a defined support model where Service Desk owns front-line support, including intake, triage, and resolution within defined scope; End User Support Specialists own structured execution for escalated and onsite support activities; End User Compute (EUC) owns endpoint platforms and standards; and the Client Support Operations Lead defines and enforces workflows.

This role is responsible for the operational delivery of end-user support, workplace readiness, and user experience. Accountability for endpoint engineering, technical architecture, and infrastructure change approval remains with the relevant engineering and operational teams.