End User Services Analyst Jobs

Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

Deploying standard image on desktops and laptops using Endpoint manager/Intune.

Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager/In tune, M365 etc would be preferred.

Pre-build PCs. Good Experience in deskside support

Troubleshooting problems related to Desktop/Laptops, MAC, Windowsoperating systems and O365/M365 applications.

• Experience in working with Mobile Device Management (WorkspaceOne, MobileIron, Intune)

• DLP, AV, WSUS, Patch management, VPN, VDI technology

• Patch management, ITSM tools, Microsoft Exchange, O356, MS teams, Azure AD, Proxy, etc.

• Vendor and contract Management

• Provide data driven analysis to management about key improvement and opportunity area

• Inventory management, incident management, change management & problem management

Knowledge in the ITIL Incident, Problem, Request, Asset and Change Management Process is considered an asset.

Knowledge of Mobile Device Management technologies (AirWatch, Microsoft Intune) is an asset.

Minimum three (3) years’ experience and strong skills in:

What Skills and Qualifications Do I Need?

Delivering quality support resolutions directly; via telephone, email, in person, chat or remote connect.

Creating technical documentation and publishing to our knowledge base for end user and internal consumption.

Stakeholder and communication management - Influencing internal and external stakeholders

Comprehensive Benefit offering, Pension and Group Retirement program with company match, and Profit Sharing.

Manage escalations and communicate effectively (written and verbally) with end users and stakeholders

Manage IT invoices for team

Manage one of several services provided by team

SAP Experience and some financial background

Stakeholder and communication management - Influencing internal and external stakeholders

Comprehensive Benefit offering, Pension and Group Retirement program with company match, and Profit Sharing.

Manage escalations and communicate effectively (written and verbally) with end users and stakeholders

Manage IT invoices for team

Manage one of several services provided by team

SAP Experience and some financial background

Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance

Perform managed print service invoicing/meter read/polling report verification

Strong knowledge of client based applications

Excellent communication skills (English & Local language)

Excellent customer engagement and customer service skills

Excellent analytical skills, Work Ethic and Problem-solving skills

Must have network infra experience.

Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance

Perform managed print service invoicing/meter read/polling report verification

·Strong knowledge of client based applications

·Excellent communication skills (English & Local language)

·Excellent customer engagement and customer service skills

• Experience in working with Mobile Device Management (WorkspaceOne, MobileIron, Intune)

• DLP, AV, WSUS, Patch management, VPN, VDI technology

• Patch management, ITSM tools, Microsoft Exchange, O356, MS teams, Azure AD, Proxy, etc.

• Vendor and contract Management

• Provide data driven analysis to management about key improvement and opportunity area

• Inventory management, incident management, change management & problem management

• Experience in working with Mobile Device Management (WorkspaceOne, MobileIron, Intune)

• DLP, AV, WSUS, Patch management, VPN, VDI technology

• Patch management, ITSM tools, Microsoft Exchange, O356, MS teams, Azure AD, Proxy, etc.

• Vendor and contract Management

• Provide data driven analysis to management about key improvement and opportunity area

• Inventory management, incident management, change management & problem management

Knowledge and experience on Service requests, incident, problem management and change process

Take ownership of incidents and service requests (SRQs) raised by users in ticket management system

Knowledge and experience on Windows 10 OS

ITIL process of Incident, Change, Problem, Service Request and related activities such as spare and buffer stock management

Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),

Optional: knowledge and experience of supporting tablets

• Experience in working with Mobile Device Management (WorkspaceOne, MobileIron, Intune)

• DLP, AV, WSUS, Patch management, VPN, VDI technology

• Patch management, ITSM tools, Microsoft Exchange, O356, MS teams, Azure AD, Proxy, etc.

• Vendor and contract Management

• Provide data driven analysis to management about key improvement and opportunity area

• Inventory management, incident management, change management & problem management

Performs basic business analysis tasks: requirements gathering, stakeholder management, solution design, testing and documentation.

Works with oversight of experienced peers and data governance teams

2-4 years of hands-on experience with data analysis.

Working knowledge of current analytics and visualization technologies, particularly:

Ability to identify opportunities and influence results using excellent communication and interpersonal skills.

Critical thinking and problem solving skills.

Performs basic business analysis tasks: requirements gathering, stakeholder management, solution design, testing and documentation.

Works with oversight of experienced peers and data governance teams

2-4 years of hands-on experience with data analysis.

Working knowledge of current analytics and visualization technologies, particularly:

Ability to identify opportunities and influence results using excellent communication and interpersonal skills.

Critical thinking and problem solving skills.

Assist management to administer meetings by capturing meeting minutes, action items and decisions

Strong business system analysis experience, including ability to write business and technical requirements

Working knowledge of Microsoft Office suite combined with professional communication and writing skills

Participate in weekly agile sprints to assist in Pega implementation to ensure documented business requirements are met

Experienced in developing and delivering WebFocus reports

Experienced in business process mapping, with ability to understand and provide advice for potential automation and/or enhancement opportunities

• Conduct knowledge transfer and transition activities to production/sustainment teams.

• University or technical degree or diploma in Computer Science or relevant work experience

• Understanding of how system configuration impacts user experience

• Experienced in managing security parameters and user access

• Intermediate to advanced Excel knowledge

• Experience on ERP or other similar implementation projects considered an asset

-Contribute to the creation and maintenance of knowledge base articles, user guides, and other support resources.

-Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

-Proven problem-solving skills and the ability to think analytically to troubleshoot and resolve issues.

-Prior experience in a customer support or help desk role is advantageous.

-Strong organizational skills with the ability to prioritize tasks effectively and meet deadlines.

-Serve as the first point of contact for end users, providing prompt and professional help via email.

Knowledge of principles and practices of the office organization, planning, records management and general administration

Manage document flow, including creating and maintaining files (electronic)

3-5 years' experience as an Executive Assistant or similar

Strong computer skills (Google Suite, Microsoft Word, Excel, Outlook and

PowerPoint)  Exceptional organizational and interpersonal skills

Excellent communication skills – written and oral (must have a professional and courteous demeanor)

Knowledge of Microsoft Endpoint Control Management (MECM) or old SCCM for packaging distribution and client management

Resolve tickets from the IT Service Management system (ServiceNow)

Incident and Problem management: take ownership and work with team to resolve production related issues for level 3 within is remit

Good knowledge of the Windows workstations build process, package deployment, patching etc.

Good knowledge of Active Directory

Good knowledge of scripting (Powershell, shell, VBS)

Minimum 2 years of management and leadership experience

Knowledge of Windows workstation platforms, Azure AD, Intune/Modern Management, GPO, Microsoft o365, Microsoft Endpoint Configuration Manager (formerly SCCM)

Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.

Experience a firm where wellness matters.

Protect the desktop environment by evaluating and determining how to react to security alerts, vulnerabilities, and industry risks.

Bachelor’s degree or relevant industry experience

 Support Service Delivery Management (SDM) in definition and maintenance of Service Level Agreements for supported services

 Ensure capacity management is in place for key services

 Define, develop and maintain EUC Services and capabilities in conjunction and alignment with the other Technology Services functions.

 Proactively manage vendors, working closely with IT Procurement partner in CUK, participate in vendor, product evaluation and selection for technologies

 Managing resource allocation and utilisation to relevant projects and BAU support activities

 Own the communication into and out of the EUC Team.