Role: IT Onsite Support (EUC)

Location: Melbourne

Duration: Permanent

Experience: 3+ years

About the Role The IT Onsite Support (EUC) role is responsible for delivering high-quality end-user computing and onsite technology support across business locations. The role provides hands-on technical support while coordinating onsite operations, hardware lifecycle activities, vendor engagement, project delivery and stakeholder requirements. The role works closely with Service Desk, Infrastructure, Network, Security, Workplace Technology, Application Support, project teams and third-party vendors to resolve technical issues and maintain reliable technology services.

It also contributes to continuous service improvement, technology rollouts, asset and stock management, technical documentation, and the successful transition of project-delivered technology into business-as-usual support.

Key Responsibilities

EUC Support and Onsite Operations

- Deliver Level 2 and Level 3 onsite technical support for end-user computing issues across laptops, desktops, mobile devices, printers, scanners, kiosks, audio-visual equipment and peripherals.
- Build strong stakeholder relationships and understand business priorities, operational impact and urgency.
- Coordinate onsite EUC support activities and assist with workload allocation to support timely completion of tasks.
- Act as a point of contact for technical escalations and business-critical incidents.
- Provide technical guidance, mentoring and knowledge sharing to team members.
- Support executive, VIP and business-critical operational users when required.
- Coordinate new starter, mover and leaver technology requirements.
- Perform root-cause analysis for recurring incidents and coordinate appropriate remediation.
- Ensure tickets are correctly prioritised, documented, assigned and progressed within agreed service levels.
- Collaborate with internal teams and stakeholders on project execution, incident resolution and service improvements.

Service Management and ITIL

- Follow ITIL-aligned practices across Incident, Major Incident, Request, Problem and Change Management.
- Prioritise incidents according to business impact and urgency, including P1, P2, P3 and P4 classifications.




- Coordinate response and escalation for high-impact incidents and provide transparent stakeholder updates.
- Monitor ageing tickets, SLA risks, backlog and escalations using ServiceNow or an equivalent ITSM platform.
- Ensure records contain appropriate troubleshooting notes, resolution details, categorisation and ownership.
- Identify recurring incidents and support Problem Management, root-cause analysis and post-incident reviews.
- Support on-call processes and after-hours escalation where required.
- Identify opportunities for automation, self-service and ticket deflection.

Asset and Stock Management

- Manage hardware inventory, including laptops, desktops, mobile devices, peripherals and other EUC equipment.
- Maintain appropriate BAU, spare and replacement stock levels based on onboarding demand, refresh cycles, failures and project requirements.
- Maintain accurate asset records, stock sheets and asset management systems.
- Coordinate hardware receiving, inspection, asset tagging, secure storage, allocation and handover.
- Validate device enrolment and provisioning requirements, including Windows Autopilot, Microsoft Intune and Apple Business Manager where applicable.
- Coordinate device refresh, replacement, repair, warranty return, redeployment and disposal activities.
- Maintain chain of custody and support secure device sanitisation and disposal processes.
- Perform regular stock reconciliation, investigate discrepancies and produce inventory reports.

Vendor and Stakeholder Coordination

- Coordinate with third-party vendors for equipment delivery, installation, maintenance, repair and replacement.
- Escalate and follow up vendor-supported issues involving devices such as kiosks, scanners, printers and specialised operational equipment.
- Maintain clear vendor support contacts, service expectations, warranty details and escalation pathways.
- Communicate technical issues, risks,



progress and outcomes clearly to technical and non-technical stakeholders.

Project Delivery and BAU Transition

- Coordinate EUC workstreams for technology projects, deployments, refresh programs and site activities.
- Contribute to implementation plans, deployment schedules, pilot activities and phased rollouts.
- Identify operational risks, dependencies and support requirements before deployment.
- Coordinate onsite resources and vendors during implementation activities.
- Ensure appropriate testing and technical validation before production deployment.
- Confirm BAU ownership, support documentation, training, support model, spare stock and vendor escalation processes before project closure.
- Participate in post-implementation reviews and capture lessons learned.

Security and Compliance

- Ensure endpoints comply with organisational security policies, configuration standards and approved software requirements.
- Support Microsoft Intune device compliance, endpoint enrolment and remediation of non-compliant devices.
- Support device encryption, endpoint protection, multifactor authentication and identity-related troubleshooting.
- Follow established processes for privileged access, data protection, software installation and secure handling of corporate equipment.
- Escalate suspected security incidents through established Cyber Security processes.
- Support secure user and device onboarding and offboarding activities.

Knowledge and Continuous Improvement

- Create and maintain knowledge base articles, standard operating procedures, troubleshooting guides, checklists and operational runbooks.
- Document known errors, workarounds and recurring technical issues.
- Keep documentation current following technology, vendor or process changes.
- Identify and implement practical improvements that enhance user experience, service quality and operational efficiency.
- Share knowledge across Service Desk, Onsite Support and relevant technology teams.

Desktop and Application Support

- Troubleshoot Outlook issues, including Non-Delivery Reports, message-header analysis, delegate permissions, deleted-item recovery, rules and Free/Busy issues.
- Support Microsoft

📌 IT Onsite Support (Melbourne)
🏢 Coforge
📍 Melbourne