Job Summary:
The End User Services Analyst is a key member of the End User Services team in the AUGUSTA Global IT Technology Services organization. The End User Services Analyst has a passion for technology and excellence in customer service which will drive our front-line technical support. This person is a tech enthusiast who thrives on positive, direct user interaction, and solving technical issues with a user-friendly touch while adhering to security protocols.
Essential Functions:
• Delivering timely, efficient, and exceptional technical support for various hardware, software, identity and access issues through multiple channels.
• Demonstrating strong communication and problem-solving skills to meet service delivery expectations and reporting to management.
• Prioritizing urgent issues and collaborating with IT and Security teams for service restoration and root cause analysis.
• Maintaining technical ownership of support tickets, utilizing AUGUSTA’s ITIL ticketing system for documentation and escalation.
• Managing user expectations with proactive communication, and maintaining, analyzing, and troubleshooting computer systems and peripherals.
• Participating in project teams and creating/updating team documentation and procedures.
• Ensuring a safe work environment and complying with all Corporate, Global IT, Security, and Service Management policies, procedures, and directives
• Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/requests
• Recommend process changes as needed to improve service levels
• Create/maintain support documentation and procedures
• Stay current with information technology systems and industry trends
• Provide evening and weekend support (off-hours support) as assigned, on a rotating basis
• Some domestic and international travel may be required
Skills Requirements:
• Familiarity with end-user computing devices, applications, and security best practices.
• Excellent customer service skills with the ability to convey technical information in user-friendly terms.
• Strong team collaboration skills to ensure effective Service Desk operations.
• Proficient relationship, conflict management, and communication skills.
• Advanced problem-solving abilities.
• Capacity to handle multiple tasks simultaneously with a sense of urgency.
• Proactive and punctual with efficient multitasking capabilities.
• Solid planning and organizational skills.
Required/Preferred Education and Experience:
• High School Diploma and some Customer Service experience required
• ITIL, CompTIA+, Microsoft, HDI certification preferred
• 1+ years' experience with Microsoft Operating Systems and Microsoft applications preferred
• Experience supporting smart phones including iPhone, and Android models Include tablets. Add to end user hardware line up in essential functions?
• Commitment to a training and development plan that involves passing certification exams What do we want to develop for a training plan?
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.