End User Support Analyst

Savista•Alpharetta, GA

3d•Onsite

About The Position

This is a “hands-on” client-facing role, which will have daily interaction with Savista staff across all businesses. The End User Support colleague will be expected to build strong relationships with the business staff and management while collaborating with other IT staff and groups to provide training and support to all end users. The majority of the job will be desktop support and troubleshooting which includes, but not limited to, Microsoft Operating Systems, MS Office applications, along with many other external and internally built applications. Having experience working credit card environments and building and deploying desktops on a large scale is beneficial.

Requirements

Minimum 4 years’ experience in IT Support or other end-user technology related fields
Solid understanding of ITIL or other ITSM discipline
Working knowledge of Azure VDI
Proven knowledge and experience in End User Technology
Demonstrated ability to work in a team environment that requires quick turnaround and quality output
Minimum 2 years working in a secure credit transaction environment.
Ability to work in geographically dispersed organization, and with remote virtual environment.
Ability to work with a broad team in a collaborative manner
Ability to manage multiple projects at same time, and comfortable in fast paced environment
Strong conceptual and problem-solving skills to evaluate problems and apply knowledge to identify appropriate solutions; ability to resolve issues effectively and efficiently.
Self-starter with ability to work independently
Microsoft Office, Excellent Excel (Pivots and VLOOKUPs) and Word skills

Nice To Haves

Freshworks ITSM
Workday
A+ Certification strongly preferred
Certification in ITIL or other ITSM discipline
AI agent knowledge

Responsibilities

Provide best-in-class customer service to meet the desktop technology needs of end-users. Work to proactively understand end-user computing and desktop technology needs.
Foster a culture of continuous improvement and a customer first attitude.
Take ownership of and accountability for technical issues while maintaining a high level of client satisfaction through effective communication and prompt resolutions.
Provide quick response and utilize problem solving skills to resolve escalated requests from the Service Desk regarding Endpoint issues/needs via telephone, email, desk-side support and remote technologies.
Execute and/or support the In-Tune, installation deployment or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, printers and peripherals (new and upgrades) on both a one-off and project basis.
Manage thorough and timely set-up of computing equipment for new and existing end-users.
Coordinate with the service desk and team members to ensure prompt resolution and appropriate hand-off, troubleshooting, and diagnosis of issues.
Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction via our Freshworks Service Desk.
Identify opportunities for process improvement regarding Technology user support processes and policies.
Provide an outlet for colleagues who have received poor service and provide feedback for improvements
Be the ‘Voice of the Customer’ to bridge the gap between IT and the end user experience
Analyzing help desk performance through various statistical and reporting methods and implementing changes necessary to improve.
Escalating/assigning or re assigning tickets/work when necessary appropriately.