End User Support Analyst

Location Yeovil

Duration 3-month FTC

UST are looking for talented and End User Support Analyst on a 3-month fixed term contract with 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.