End User Services Analyst
About The Position
At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. ZOLL is a global leader in acute critical care and related software and diagnostic tools. The End User Services Analyst is a key member of the End User Services team in the ZOLL 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.
Requirements
- High School Diploma required
- 1+ years experience with Microsoft Operating Systems and Microsoft applications
- Experience supporting laptops, desktops, tablets and smart phones including iPhone, and Android models
- Commitment to a training and development plan that involves passing certification exams
Nice To Haves
- ITIL, CompTIA+, Microsoft, HDI certification Preferred
- 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.
Responsibilities
- 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 ZOLL’s ITIL ticketing system for documentation and escalation.
- Managing user expectations with proactive communication, and maintaining, analyzing, and troubleshooting end user hardware 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
