End User Support Analyst (Associate II - Cloud Infrastructure Services)

Role Description

End User Support Analyst

UST are looking for talented and End User Support Analyst to manage large scale infrastructure support and will be working with one of the leading Supply Chain providers in the UK. The ideal candidate should have the ability to work creatively and analytically in a problem-solving environment. The ideal candidate must possess excellent written and verbal communication skills with the ability and know-how to collaborate effectively with domain experts and IT leadership team.

Responsibilities

• Deliver IMACD (Installations, Moves, Additions, Changes & Disposal) and break fix Desktop support across Windows and Apple Mac devices, mobile phones and related peripherals.
• Maintain, support, and resolve issues related to workstation operation system, applications, and hardware.
• Daily check, Maintain, support, and resolve issues related connectivity for VC equipment, printer, scanner and MFDs
• Expedite support for nominated VIPs at Campus sites on best effort basis
• Provide 1st and 2nd line support, via the TechStop service.
• Be the visible face of IT support, liaising with end users to set customer expectation around how their issue is being managed to resolution.
• Provide regular updates to assigned tickets in the ticketing tool, to allow stakeholders to understand the status of work, without having to request the latest data.
• Where practicably possible, assign tickets (Response SLA), resolve, and close those tickets (Resolution SLA) within the advertised timelines.
• Manage the stock inventory to fulfil swap and/or general requests for hardware replacements
• Attend, and contribute to, meetings as required for normal business process and service delivery / continuity.
• Curate and maintain knowledge articles on the infrastructure wiki in Confluence, to aid knowledge sharing across teams. This should lead to an ethos of service streamlining support enablement across tiers
• Validate the swap stock is managed and not used for general stock requests
• Communicate monthly stock levels
• Hold recurring reviews to review and agree to stock levels for the subsequent period
• Provide onsite support to end-users as required for tasks or issues that cannot be handled remotely
• Coordinate with the PC equipment manufacturers, Customer third parties and other resolver teams for end issue identification, hardware break-fix support, and spares acquisition
• In the event of repeated equipment failure, coordinate with the problem management team or equipment manufacturers to determine root cause, and appropriate fix
  
  

Requirements

• Minimum of 2 years’ experience in large scale infrastructure EUC management.
• VIP support experience
• Should have good knowledge of IMACD (Install Move Add Change Disposal) process.
• Expertise in Windows (10/11) & Mac operating systems, iOS, and Android mobile operating systems.
• Knowledge in SCCM or any other imaging tool.
• ITSM knowledge with handling Service request, incident.
• Ticketing tool knowledge like ServiceNow, Remedy etc.
• Intune or any other MDM experience.
• Software and Application Troubleshooting
• Microsoft Office 365
• Flexible to work in early (8am to 4pm) and late (10Am 6 Pm) shifts.
  
  

Skills

EUC Management,IMACD,Windows,Ios