EUC Support Analyst

Role purpose

The EUC Analyst will be responsible for the Support Function providing day-to-day support operations for our global end users, in-house and remotely. Must have a customer focus and possess a strong understanding of the EUC technology, the customers, business process, key drivers and measures of success. Demonstrable skills and passionate in providing continuous improvement.

Key accountabilities/Responsibilities

• Provide EUC level 1 & level 2 hardware and software support to our user community along with the ability to resolve L1 network connectivity issues.
• Responsible for installation, configuration, maintenance and support of Checkpoint Utm1-Edge, 1100, 1400 series devices.
• Be part of critical voice in shaping the future of EUC
• Follow the App Discovery process to onboard new software for packaging and updated applications ready for remote deployment
• Create and update our build images for use with new hardware and software
• Manage our desktop encryption solution
• Log faults/tickets with ISP vendors and follow up with them
• Cover colleagues duties when required
• Be enthusiastic and interested in new opportunities and projects within EUC.
• Take ownership of incidents and work assigned.
• Ensure that our systems are up to date with latest updates to reduce exposure to software vulnerabilities
• Provide expertise to our global customers to ensure their requests are planned in accordance with set standards. 
• To help the team be at the forefront of automation to cut down on manual processes
• Manage the call queue and prioritize incidents adhering to Service Level Agreements (SLAs) and contractual obligations. Making sure that all controls and procedures are followed accordingly and avoiding SLA breaches
• Communicate with users, stakeholders, VIPs, and other teams around the globe ensuring that the communication of the customer journey is visible, transparent and informed
• Contribute to how EUC can continuously get better through streamlining our procedures and mechanisms
• Perform maintenance and housekeeping tasks to keep our systems running efficiently.  This will include tasks such as removing a device from all IT systems before decommissioning it and looking for opportunities to increase the user experience through system tweaks and maintenance.
• Make sure that all issues that are assigned to EUC are logged appropriately as a request, incident or change
• Meet deadlines and SLAs and take accountability for any roadblocks

Experience and personal qualities

• Previous end user customer service experience required
• ITIL certification required
• Excellent customer service and interpersonal skills; professional demeanor
• Excellent organizational and time management skills
• Strong attention to detail
• Ability to articulate (written and verbal) complex technical topics clearly
• Ability to handle multiple tasks concurrently
• Demonstrable problem-solving skills; identifies and resolves complex technical, operational and organizational problems
• Demonstrable working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills
• Broad range of network and desktop knowledge including MAC, Windows 10, Windows 11, Office365,
• Sound understanding of fundamental concepts in network
• An aptitude to tackle and own a challenge through to its conclusion 
• Analytical and structured problem-solving abilities with inquisitive approach to work

• Flexibility/Adaptability/Responsive-track record of adapting, thinking outside the box, open mind to new tools and changing processes
• Ideas generator and innovator: always asking Why? How? 
• Understands and utilizes automation and available tools, strengthening own knowledge of functionality and looking to contribute to future development 
• Self-starter requiring little supervision to complete tasks independently, fast moving, self-developer, exhibits interest in new tools
• Demonstrable interest in industry developments with regard to best practice and alternative approaches 
• Good team-player with stakeholder, vendor, time management skills, whilst being able to communicate at all levels 
• Advanced written and verbal communication skills with proven ability to write emails and coordinate with stakeholders and

Working Hours

• Flexible to work in Sun Model to support Global regions

Communication

• Excellent written and oral communication skills
• Excellent listening and interpersonal skills
• Logical thinking and efficient
• Keen attention to detail
• Ability to conduct research into systems issues and products as required
• Ability to communicate ideas in both technical and user-friendly language

Essential

• Bachelor’s Degree in IT or Computer Science.
• ITIL Foundation v4 Certified
• Sound knowledge of Network Concepts
• Minimum 3-4 years of experience in similar role.

Technical Skills:

•   Windows  10, 11
•   Active Directory Service ADDS
• Understanding of Group policies
•   DHCP
• DNS
•  Fundamentals of SCCM/Ivanti End point Manager, Microsoft Intune.
•   Good understanding of Microsoft 365 products