We are seeking a proactive and customer-focused End User Support Engineer to manage onsite IT support and ensure seamless delivery of End User Computing (EUC) services. This role is critical in maintaining high service availability, enhancing user experience, and acting as the key IT contact for site operations.

This is a full-time onsite position, supporting a fast-paced contact centre environment.

Key Responsibilities

End User Computing (EUC) Management

- Manage onsite EUC operations and deliver high-quality day-to-day IT support.
- Administer and support Azure Virtual Desktop (AVD) and Microsoft Intune, including configuration and troubleshooting.
- Support enterprise tools such as Coral Softphone, Cisco Duo, and Verint.
- Provide hands‑on support for desktops, laptops, printers, video conferencing systems, Wi‑Fi, and peripherals.
- Ensure services are delivered in line with agreed SLAs and KPIs.
- Coordinate with internal IT teams to resolve incidents, problems, and changes efficiently.
- Monitor and improve incident, service request, and problem management processes.
- Follow ITIL‑based service management best practices.
- Conduct regular floor audits to ensure compliance and operational standards.
- Maintain high service availability and respond promptly to critical incidents.

Site IT Operations

- Own and manage all IT services and infrastructure at the site level.
- Act as the onsite IT Single Point of Contact (SPOC) for escalations.
- Perform routine site walks and system health checks.
- Collaborate with network and infrastructure teams to ensure stability and continuity.

Service Management & Reporting





- Track and report on KPIs, SLAs, CSAT, and overall service performance.
- Work closely with Service Desk, Remote Support, and Release Management teams.
- Identify opportunities for service improvement and implement corrective actions.
- Build strong relationships with business stakeholders and leadership teams.
- Align IT services with business needs and priorities.
- Gather feedback and continuously improve user experience and service delivery.

IT Asset Management (Hardware & Software)

- Manage the full IT asset lifecycle: procurement, deployment, tracking, and disposal.
- Maintain an accurate asset repository using ITAM tools.
- Oversee asset tagging, inventory audits, and reconciliation.
- Ensure compliance with asset management processes and audit requirements.
- Track asset utilization, lifecycle planning, and refresh cycles.

About You

- Proven experience in End User Computing or Desktop Support roles.
- Relevant experience working in a contact centre environment is essential.
- Strong knowledge of AVD, Microsoft Intune, and modern workplace technologies.
- Familiarity with ITIL processes and service management frameworks.
- Excellent troubleshooting and problem‑solving skills.




- Strong communication and stakeholder management abilities.
- Ability to work independently as well as collaborate across teams.

Why Join Us?

- Prospect to work in a dynamic and collaborative IT environment.
- Exposure to enterprise‑level tools and infrastructure.
- Career growth and development opportunities.
- Be a key contributor to improving end‑user experience and IT service delivery.

Who We Are

Firstsource Solutions Limited, an RP‑Sanjiv Goenka Group company, is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries.

With a global footprint across the US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, Firstsource "makes it happen" for its clients, solving their biggest challenges with hyper‑focused, domain‑centred teams and cutting‑edge technology, data, and analytics.

Firstsource's inch‑wide, mile‑deep practitioners work collaboratively, leveraging UnBPO™—their differentiated approach to reimagining traditional outsourcing—to deliver real‑world, future‑focused solutions that drive speed, scale, and smarter decision‑making, turning transformation into tangible results for clients.

Disclaimer

Firstsource follows a fair, transparent, and merit‑based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels.

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📌 End User Support Specialist (Melbourne)
🏢 Firstsource
📍 Melbourne