End User Support Analyst - London

EMEA
International Operations
London
Permanent

The role of the EUS Analyst is to provide onsite IT support for colleagues, this will cover all end user devices, iPhone, iPad, PC, laptop etc. Utilising strong technical skills, the EUS Analyst will resolve and fulfil technical Incidents and Service Requests, and where appropriate, provide an interface for other activities such as IT Service Desk, Major Incident Management, Asset Management, Change Management, and Problem Management.

The EUS Analyst will contribute to the maintenance and adherence of the operational processes, toolsets and procedures. The EUS Analyst will play an integral role supporting escalations and ensuring end users receive high quality IT support services.  

Operational  

  • Technically resolves end users Incidents and fulfils Service Requests, across all supported IT devices in accordance with agreed service levels.
  • Utilising the Service Management toolset (ITSM Remedy), provides accurate and timely updates to agreed standards for all allocated Incidents and Service Requests.
  • Undertakes all relevant technical support and maintenance tasks/activities as required by Change Management, Incident Management, Problem Management, Service Request Management, and IT projects

Key competencies and behaviours:

  • Takes a customer first approach in all end user interactions.
  • Drives quality to the fore during all aspects of work.
  • Shares and supports the vision for service excellence and willingly identifies opportunities to develop this vision further.
  • Understands and empathises with the end user’s operational needs and the business impact of all interruptions to service.

Skills and experience:

  • End point device hardware knowledge (HP, Lenovo, Apple - laptops, iPhones, iPads, office telephony and WiFi
  • Accessing and configuring Firmware/BIOS to set standards
  • Operating System exposure - install/update/remediate (Microsoft Windows - all support versions)
  • End point software suites  - install/update/remediate (Microsoft Office - all supported versions)
  • Mobile Device Management Enterprise experience - device enrol/un-enrol (Profile Push) Mobile Iron Mobile Platform

This opportunity is closed to applications.