IT End User Analyst

Role: IT End User Analyst

Location:

In between Port of Miami and Miramar Office

-Experience with Service Now

-Reporting and analyzing data and identifying trends

-Desktop Support and L1/L2 Support

-Service Now tickets, performance

-Asset Management

We are seeking a highly motivated IT End User Analyst who combines strong technical troubleshooting skills with analytical thinking and reporting expertise. This role serves as a key liaison between end users and IT teams, providing exceptional support while leveraging Service Now to manage incidents, requests, knowledge articles, and performance reporting. The ideal candidate is both customer-focused and data-driven, capable of identifying trends, improving processes, and delivering actionable insights through Service Now reporting and dashboards.

• Provide desktop support and L1/L2 technical support for hardware, software, network, and application-related issues.
• Diagnose and resolve end-user incidents and service requests in a timely manner.
• Support Windows, Microsoft 365, collaboration tools, mobile devices, printers, and other enterprise technologies.
• Document troubleshooting steps, resolutions, and knowledge articles within Service Now.
• Ensure adherence to SLA commitments and customer satisfaction standards.

• Manage incident, request, problem, and change records within Service Now.
• Monitor ticket queues and ensure proper categorization, prioritization, and escalation.
• Create and maintain Service Now knowledge base content.
• Collaborate with technical teams to improve workflows and service delivery processes.
• Identify opportunities to automate repetitive tasks and improve operational efficiency.

• Develop, maintain, and analyze Service Now reports, dashboards, and performance metrics.
• Monitor KPIs such as SLA compliance, ticket volume, resolution times, backlog trends, and customer satisfaction.
• Perform root cause analysis on recurring incidents and service issues.
• Present findings and recommendations to IT leadership and stakeholders.
• Use data-driven insights to improve service quality and user experience.

• Analyze support trends and recommend process improvements.
• Participate in continuous improvement initiatives and IT service management (ITSM) best practices.
• Assist with IT audits, compliance reporting, and operational reviews.
• Support technology rollouts, upgrades, and user adoption initiatives.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
• 3+ years of IT support, help desk, desktop support, or end-user computing experience.
• Hands-on experience with Service Now incident, request, and knowledge management modules.
• Experience creating and maintaining Service Now reports and dashboards
  .
• Strong troubleshooting skills across desktop, mobile, and enterprise applications.
• Excellent analytical and problem-solving abilities.
• Strong communication and customer service skills.

• SLA compliance and ticket resolution performance.
• Accuracy and effectiveness of Service Now reporting.
• Reduction in recurring incidents through trend analysis.
• Improved end-user satisfaction scores.
• Increased operational efficiency through process enhancements and automation.

This role is ideal for someone who enjoys both solving technical problems and using data to drive smarter IT decisions
.