End User Technical Support Analyst

About the role

The End User Technical Support Analyst provides professional, courteous assistance to internal employees, ensuring timely resolution of IT incidents and requests. This role supports the Employee IT Services team in delivering reliable desktop, application, and network services while adhering to security policies.

Key responsibilities

• Provide first‑level triage, troubleshooting, and resolution for employee computing issues via phone, ticketing system, or other intake channels.
• Escalate complex incidents to Level II support and follow up to guarantee closure and user satisfaction.
• Facilitate request fulfillment, including account provisioning and access management in line with security policies.
• Maintain accurate incident logs, document resolutions, and ensure timely updates in the tracking system.
• Stay current with evolving technologies and self‑learn new tools to support the division’s desktop strategy.
• Collaborate with Level I support to ensure procedures comply with security standards.

Required profile

• Strong knowledge of operating system environments and associated applications.
• Familiarity with corporate security policies and account management procedures.
• Excellent oral and written communication skills for reporting and user interaction.
• Ability to adapt to new developments in OS and application platforms.

Required skills

• Active Directory – user and group management.
• Windows operating systems.
• Microsoft Office suite.
• Understanding of network topologies.
• Incident management and ticketing tools.