End User Service Analyst

We are looking for a dedicated professional to join our team. The ideal candidate will be responsible for providing exceptional technical support and ensuring a seamless user experience. This role requires a proactive approach to problem-solving and a commitment to maintaining high standards of customer satisfaction.

Key Duties

• Research, troubleshoot, and diagnose hardware/software to identify, document, and resolve errors/issues.
• Provide 2nd level user support for incidents that require local resolution and cannot be resolved by the Service Desk.
• Respond to service desk request tickets and outages via phone, email, or online incident management, ensuring completeness of tickets and follow-up with other team members in case of incident escalation.
• Provide hands-on support for IT project implementations and perform miscellaneous job-related duties as assigned.
• Collaborate with the End User Services Team to resolve end-user technology issues.
• Support hardware and software installation/configuration in accordance with corporate policies and as designed by the End User s team.
• Ensure customer satisfaction by handling work orders with efficient communication, documentation, and timeliness.
• Support PC replacement programs and emergency exchanges.
• Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.
• Assist in the asset management of all end-user devices and manage the stock level of spare equipment.

Additional Duties

• Develop/optimize, repair, and return to user procedures on OS/hardware-related issues.
• Keep the IT manager informed about the state of the local infrastructure.
• Support the Platform Service team for local backup operations in line with corporate policies.
• Fulfill any additional responsibilities assigned by the supervisor as required.
• Order and/or manage repair parts as required.
• Assist with any necessary wiring for networks and phone services as required.

Technical / Functional Skills

• Windows Operating System Deployment.
• User State Migration Tool (USMT).
• Desktop related Group Policy Objects (GPO).
• Software Distribution and Patch Management tool experience.
• Scripting with PowerShell and VBScript.
• Desktop and Application virtualization knowledge.
• Experience in using ITSM systems like ServiceNow is a plus.

Requirements

• Bachelor s Degree or equivalent experience.
• 2 years of MS Windows desktop operating system deployment experience required.
• 2 years of LANDesk, SCCM (or other software distribution tools) experience required.
• 2 years of Mobile Device Management experience required.
• Windows desktop operating systems deployment and support experience required, Windows 10 experience is an advantage.
• Apple Mac deployment and support experience required.
• Solid Network Infrastructure Principles knowledge required.
• Solid Security Principles Knowledge required.
• GDPR Knowledge required.
• ITIL v3 certification is desirable.
• ISO/IEC 9001 and 27001 Knowledge desirable.