MAIN OBJECTIVE

The Senior Analyst - End User Support is responsible for delivering Level 2 IT support in Microsoft Desktop environments and cloud services (Azure and AWS). This role involves troubleshooting complex issues, managing second-level support, and ensuring service levels are met. The analyst will lead technical projects, supervise daily support activities, and oversee team workload to ensure efficient delivery of solutions. Collaboration with management, users, and vendors is essential to align support initiatives with business objectives. Additionally, the analyst will continuously assess and improve support processes, maintaining accurate records and reporting on performance metrics.

MAIN DUTIES

1. Serve as a Level 2 support specialist to resolve complex technical and user incidents, adhering to defined standards, processes, and procedures.

2. Support in the supervise of the daily operations of the team.

3. Ensure that Service Level Agreements (SLAs) are consistently met and manage team performance to achieve high-quality support.

4. Complete assigned incidents and service requests in accordance with agreed Service Level Agreements (SLAs). Ensure timely and effective resolution of all requests.

5. Support and maintain all aspects of the End User Support environment, including both physical and virtual setups. Ensure seamless functionality and address any issues promptly.

6. Follow existing processes and procedures while suggesting new or improved procedures based on experience and issue handling. Propose enhancements to streamline support operations.

7. Evaluate new and existing technology products and solutions. Provide recommendations to management for technology upgrades or changes and suggest improvements to processes and products.

8. Identify and implement cost-saving measures to reduce expenses where possible. Monitor and manage expenditures to ensure budget adherence.

9. Collaborate with users, and vendors to assess business and system requirements and propose solutions that align with business needs and technical requirements.

10. Engage with vendors to address solution-related issues, request quotations, and negotiate terms. Facilitate effective communication to resolve any vendor-related concerns.

11. Oversee the daily progress of tasks and projects, including updates, enhancements, and follow-ups. Ensure that projects are completed on schedule and meet defined objectives.

12. Ensure strict adherence to policies, processes, and procedures. Deliver all tasks in compliance with established standards.

13. Review and analyze reports, documents, and procedures. Provide technical guidance and support to team members to resolve issues and improve processes.

14. Develop, maintain, and ensure the validity of all Technology & Digital Service End User Support processes and procedures. Ensure that documentation is up-to-date and reflects current practices.

15. Develop and produce various types of documentation as needed, including Requests for Proposals (RFPs), business cases, technical reports, project plans, policies, and procedures.

16. Communicate professionally via email for tasks requiring additional information. Ensure clear and concise correspondence to facilitate task completion.

17. Document findings from resolved cases with team members. Contribute to the team’s knowledge base to support future issue resolution and continuous learning.

18. Monitor and report any increasing trends, unusual activities, or recurring issues to management. Provide insights to help preempt potential problems.

19. Perform additional Ad-Hoc tasks as required across Technology & Digital Service teams.

20. Support various initiatives and projects as needed to ensure overall team success.

Education & Experience

• Bachelor’s degree in Computer Science, Computer Engineering, or a equivalent IT studies.

• Minimum of 2 years of relevant experience in IT support, with a strong focus on end-user support and technical troubleshooting.