US Jobs US Jobs     UK Jobs UK Jobs     EU Jobs EU Jobs

This job has been posted for more than 30 working days and has expired.

End User Experience Analyst

Under minimal supervision of the Service Desk/EUX Manager, provide and coordinate IT Infrastructure support and solutions for the Inmar end-user associates.

EUX Analysts primarily respond to requests for IT help for Inmar associates’ workstations (and peripheral devices) and printers; provide troubleshooting and resolution for issues end-users are having; may issue a new workstation to an Inmar associate whose problem cannot be resolved another way.

Major Responsibilities/Essential Functions:

* Respond to end-user request for IT assistance

* Track status and resolution in the Service Management Tool

* Participate in on-call rotation for 24x7 support for Critical and High Issues

Minimum Requirements:

* A minimum of an associate’s degree in computer science or a related area is required with 4 plus years of relevant work experience.

* May help to oversee the work of less experienced Support Analysts.

* Service Management tool administration; set up queues, users, workflows

* Problem Resolution skills; ability to logically troubleshoot, eliminate causes until root case is found; create a solution that addresses the root case

* Follow-through skills; ability to track multiple details to conclusion; document findings and solutions.

* Customer Service skills; ability to interact with end-users pleasantly and productively

* Basic organizational skills; ability to keep track of email threads, phone calls, related tickets

* Professional communication skills, both written and verbal

* Familiarity with emerging technologies, such as mobile devices

* Provide support for Virtual Desktop environment

* EUC: familiarity with desktop support; includes end-user interface level of knowledge with operating systems, desktop application software interaction with printers;

* EUX: basic Microsoft Office knowledge

* EUx: face-to-face end-user interaction

* Expertise in more complex troubleshooting issues with Microsoft Office, Windows, desktop, laptops, mobile devices