End User Services Analyst

Job Title

Key Duties

Research, troubleshoot and diagnostic 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. Response 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 performs miscellaneous job-related duties as assigned. Collaborate with End User Services Team to resolve end-user's technology issues. Support hardware and software installation/configuration in accordance with corporate policies and as designed by the End User's team. Provide 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/optimized, repair and return to user procedures on OS/hardware related issues. Keep IT manager inform about the state of the local infrastructure. Support the Platform Service team for local backup operation in line with corporate policies Any additional responsibilities assigned by his supervisor as required. Orders and/or manages repair parts as required. Assists with any necessary wiring for networks and phone services as required.

Skills: 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 desirables.