End User Service Specialist

The End User Services Specialist is a key member of the End User Services team in the ZOLL Global IT Technology Services organization. The End User Services Specialist has a passion for technology and excellence in customer service enabling this person to provide comprehensive IT support to our end users. This person is a tech enthusiast who thrives on positive direct user interaction and solving technical issues with a userfriendly touch while adhering to security protocols. This person is a crucial link between the IT departments and the rest of the organization ensuring seamless integration of technology and user needs. At ZOLL were passionate about improving patient outcomes and helping save lives.

We provide innovative technologies that make a meaningful difference in peoples lives. Our medical devices software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

Job Summary

You will be a key member of the End User Services team in the ZOLL Global IT Technology Services organization. You have a natural curiousity for technology and excellence in customer service enabling this person to provide comprehensive IT support to our end users.This person is a crucial link between the IT departments and the rest of the organization ensuring seamless integration of technology and user needs.

Location: Runcorn office based with 1 day home off

Tasks

• Deliver timely efficient and exceptional technical support for various hardware software identity and access issues maintaining user account security and management through multiple channels.
• Ensure optimal functioning of end user devices and peripherals through analysis maintenance repair and configuration.
• Demonstrate strong communication and problemsolving skills to meet service delivery expectations and reporting to management.
• Prioritize urgent issues and collaborating with IT and Security teams for service restoration and root cause analysis.
• Collaborate with various IT and Security teams to improve end user experience.
• Maintain technical ownership of support tickets utilizing ZOLLs ITIL ticketing system for documentation and escalation.
• Manage user expectations with proactive communication and maintaining analyzing and troubleshooting end user hardware and peripherals.
• Perform hands on hardware support under the guidance of Infrastructure teams as needed.
• Participating in project teams and creating/updating team documentation and procedures.
• Ensure a safe work environment and complying with all Corporate Global IT Security and Service Management policies procedures and directives
• Achieve metrics in support of service level agreements client satisfaction surveys and completed incidents/requests.
• Recommend process changes as needed to improve service levels.
• Create/maintain support documentation and procedures.
• Provide support and guidance to End User Service Analysts
• Stay current with information technology systems and industry trends.

Requirements

• Relevant University education and 2 years experience ideally in a matrix organisation
• ITIL CompTIA Microsoft HDI certification Preferred
• Experience with ITSM tools like ServiceNow
• Proficiency in managing and troubleshooting different operating systems (e.g. Windows macOS Linux).
• Knowledge of networking protocols and configurations (wired and wireless)
• Ability to manage user accounts including permissions and security settings
• Proficiency in remote troubleshooting and support tools such as TeamViewer.

Knowledge Skills and Abilities

• Excellent customer service skills with the ability to convey technical information in userfriendly terms.
• Strong team collaboration skills to ensure effective End User Services operations.
• Proficient relationship conflict management and communication skills.
• Capacity to handle multiple tasks simultaneously with a sense of urgency.
• Proactive and punctual with efficient multitasking capabilities.
• Experience supporting enterprisegrade end user hardware as well as smart phones including iPhone and Android models
• Knowledge of basic IT security practices and protocols
• Commitment to a training and development plan that involves passing certification exams