End User Services Analyst

***We are unable to work with 3rd-party or corp-to-corp candidates for this position***

Our client will be hiring an End User Services (EUS) Analyst as a key member of the IT Service Management function and part of a diverse team, both in geography and experience.  The Service Management function is responsible for service support in accordance with customer SLAs and delivering colleagues an excellent IT service experience. 

Key Responsibilities:

• Delivery of defined End User Services (EUS) to support the business to agreed service levels and in collaboration with vendors where applicable while maintain a polite and courteous manner.
• Strive to excel by meeting or exceeding the Service Level Objectives and job-logging and recording all calls and related activity in the company’s IT Service Management tool, ServiceNow.
• Provide installation, configuration, delivery, maintenance and monitoring of EUS hardware, components and services, in accordance with defined roadmaps, strategies, policies and standards.
• Follow, create and maintain operational and procedural documentation and escalation processes to ensure adherence to EUS SLAs.
• Safety First: Demonstrate 100% commitment to our zero harm behaviors in support of our drive towards developing a world class safety culture.

Job Knowledge/Education and Qualifications:

• Minimum 2 years working in a level 2 support role
• IT qualifications, industry certifications and/or relevant work experience in a Level 2 IT support environment within a medium to large organization
• Technical experience across Windows 10, Microsoft 365, Microsoft SCCM/Intune, Active Directory and solid hardware knowledge across laptops, PCs, mobile devices, and other equipment
• Excellent communication and customer facing skills with the ability to discuss technical content in an everyday relatable way