Apprentice. IT. Development Program

The End User Compute Operations role is responsible for monitoring, triaging, assigning, and resolving end-user computing incidents across virtual desktop environments. This role serves as a key operational resource for maintaining stability, improving user experience, and driving continuous service improvements within Azure Virtual Desktop (AVDI), Citrix, and Windows 365 environments. The engineer will actively manage incident queues, coordinate communications during critical outages, and identify opportunities to improve first-level support resolution rates.
Key Responsibilities
Incident Management & Queue Oversight
- Monitor and manage the incident ticket queue to ensure timely assignment and resolution of support requests.
- Review all incoming incidents and assign unassigned tickets to the appropriate support resources.
- Perform initial triage of tickets to determine severity, impact, and resolution path.
- Resolve low-effort incidents during ticket review, including common issues such as VDI restarts, session resets, and basic connectivity issues.
- Identify tickets that can be quickly resolved and communicate prioritization recommendations to assigned engineers to improve user experience and reduce resolution times.
Technical Support & Resolution
- Investigate, troubleshoot, and resolve incidents related to:
o Azure Virtual Desktop (AVDI)
o Citrix Virtual Apps and Desktops
o Windows 365 Cloud PC
o Virtual desktop performance and connectivity
o User access and authentication issues
o Profile, application, and session management
- Document troubleshooting activities and maintain accurate incident records.
- Escalate complex issues appropriately while maintaining ownership through resolution.

Key Competencies
- Incident Management
- Service Desk Operations
- Virtual Desktop Infrastructure (VDI)
- Azure Virtual Desktop (AVD)
- Citrix Administration
- Windows 365
- Problem Management
- Major Incident Communications
- Operational Excellence
- Customer Experience Focus
- Process Improvement
- Technical Troubleshooting