End User Services - Analyst

Note: Must have a valid Driving License with Car to move around to the different location where necessary

Top Skills:

1. Windows Desktop OS Installation & Troubleshooting
2. Mac OS Installation & Troubleshooting
3. Printer/Plotter Configuration & Troubleshooting
4. I-phone activation/Configuration/Setup and Transfer

Job Description/ Responsibilities:

• 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.
• ITIL/ITSM (IT Service Management) process Knowledge/experience/understanding
• Experience with any of the ITSM ticketing tool (preferably ServiceNow)
• Understanding about Service Level Management (SLM) and Service Level Agreements (SLA)
• I-phone installation/transfer/Activation