End User Services - Analyst

End User Services - Analyst Top Skills

• Windows Desktop OS Installation & Troubleshooting
• Mac OS Installation & Troubleshooting
• Printer/Plotter Configuration & Troubleshooting
• I-phone activation/Configuration/Setup and Transfer

• Responding to on-site service requests: traveling to user locations to diagnose and resolve hardware, software, and network issues that cannot be resolved remotely.
• Installing and configuring hardware and software: setting up new computers, installing operating systems, applications, and configuring network settings.
• Diagnosing and resolving software issues: troubleshooting application errors, operating system problems, and other software-related issues.
• Troubleshooting network connectivity problems: diagnosing and resolving issues with wired and wireless network connections, including LAN, WAN, and VPN.
• Supporting mobile devices: configuring and troubleshooting smartphones and tablets.
• Troubleshooting and repairing computer hardware: diagnosing and fixing issues with desktops, laptops, printers, peripherals, and other IT equipment. This may involve component replacement, upgrades, and basic repairs.
• Providing support for audio‑visual equipment: setting up and troubleshooting projectors, video conferencing systems, and other AV equipment.
• Providing excellent on‑site customer service: interacting professionally and courteously with end‑users, understanding their issues, and providing clear explanations.
• Accurately documenting all work performed: recording details of the issue, troubleshooting steps taken, and the resolution in a ticketing system or service log.
• Managing on‑site spare parts and equipment: maintaining an inventory of commonly needed components and ensuring they are properly tracked.
• Assisting with asset tracking and management: recording information about hardware and software assets at user locations.
• Returning faulty equipment for repair or disposal: following proper procedures for handling and tracking defective equipment.
• Traveling to various user locations: this often requires reliable transportation and the ability to manage your travel schedule effectively.

• Knowledge, experience, or understanding of ITIL/ITSM (IT Service Management) processes.
• Experience with ITSM ticketing tools, preferably Service Now.
• Understanding of Service Level Management (SLM) and Service Level Agreements (SLA).
• Experience with i‑phone installation, transfer, and activation.