EUC Support Analyst
EUC Support Analyst
Posted on :
24-04-2025
Employer Active
1 Vacancy
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Job Description
Role purpose
The EUC Analyst will be responsible for the Support Function providing daytoday support operations for our global end users inhouse 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 Utm1Edgeseries 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 problemsolving 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 toits conclusion
- Analytical and structured problemsolvingabilities with inquisitive approach to work
- Flexibility/Adaptability/Responsivetrack record of adapting thinking outside thebox open mind to new tools and changing processes
- Ideas generator and innovator:always asking WhyHow
- Understands and utilizes automation and availabletools strengthening own knowledge of functionality andlooking to contribute to future development
- Selfstarter requiring little supervision to completetasks independently fast movingselfdeveloper exhibits interest in new tools
- Demonstrable interest in industry developments withregard to best practice and alternative approaches
- Good teamplayer with stakeholder vendor time management skills whilst being able to communicate at all levels
- Advanced written and verbal communication skillswith 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 userfriendly language
Essential
- Bachelors Degree in IT or Computer Science.
- ITIL Foundation v4 Certified
- Sound knowledge of Network Concepts
- Minimum 34 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
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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