Responsibilities
- Be part of a matured and experienced Global End User Computing team, balance technical problem-solving, customer service, and collaboration to ensure that the users throughout the organization can access and utilize the hardware and software they need for work.
- Demonstrates a sense of urgency - Takes ownership of Incidents/ Requests and provides smart resolution so that the end user productivity is not impacted. Finds creative solutions - Improves processes and share innovative ideas.
- Is clear and accurate in verbal and written communication - Listens to peers and supports employees - Follows directions and provides useful feedback.
- 24x7 support coverage, hence candidate should be comfortable working in shifts including weekends.
- Provide end user hardware, software, network, and server support for mostly Windows and some Mac devices
- Receive and manage incoming queries (Incidents/Requests) from users, via chat, emails & web tickets, also if required call end users.
- Use experience and good judgement to prioritize issues appropriately and escalate when necessary • Focus on customer satisfaction, while interaction with the users and working on the queries.
- Maintain users, groups, and distribution lists
- Provision and troubleshoot file and print servers on the network
- Install/ uninstall, repair, update Windows 10 software.
- Provide support in configuring and setting up Apple, Android, and other mobile devices
- Basic experience in troubleshooting VDI environment.
- End-user VPN related connectivity resolution.
Knowledge and Experience
- Mentors other EUC Analysts in groups and individually
- Effectively documents and publishes role and team responsibilities and repeatable processes
- Takes initiative to learn and perform Senior EUC Analysts core duties
- College degree in Engineering, MIS, CIS, or related discipline
- 3-5 years hands-on experience in a technical support/ Service Desk/ End User Computing Environment.
- Familiarity with Service management tools, Active Directory and End point management tools
- Knowledge on Windows & Mac operating systems
