Overview
The End User Support Analyst will play a crucial role in delivering exceptional service across physical and virtual endpoints, mobile platforms, and audiovisual systems within a prominent global institution. The incumbent will work onsite to handle configuration, support, and training responsibilities, ensuring an optimal user experience and supporting IT operations effectively over a six-month contract.
Responsibilities
- Deploy, configure, and maintain computers, workstations, and video conferencing equipment.
- Manage incidents and requests using ServiceNow, ensuring issues are resolved end-to-end.
- Support IT asset management and inventory tracking processes.
- Train users on new and updated technologies to enhance user competency.
- Identify root causes of issues and recommend improvements to processes and knowledge bases.
- Contribute to projects, taking the lead when necessary to drive success.
Requirements
- Up to 5 years of experience in End User or Desktop Support, with a focus on providing a VIP service.
- Experience using ServiceNow for incident management.
- Degree in a relevant field is preferred; Microsoft or CompTIA certifications are a plus.
- Technical knowledge of Windows 10/11, Windows Server 2019+, Azure, Intune, and Active Directory.
- Familiarity with iOS, PowerShell, Zscaler, networking, Webex/VoIP, Polycom, Office 365, Teams, Slack, Box, OneDrive, and SharePoint.
- Strong communication skills with the ability to engage confidently with stakeholders.