UST
End User Support Analyst (Lead I - Lab Support)
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Role Description
End User Support Analyst
UST are currently recruiting for an End User Support Analyst, who provides first and second-tier support via phone, email, and remote connection to resolve routine problems related to hardware, software, and peripherals.
Location: London
Schedule: Four days per week on-site.
About The Role
The successful candidate will have a proven understanding of a wide range of end-user computing technical requirements, including hardware knowledge and troubleshooting. The analyst leverages detailed knowledge of the organization's IT infrastructure environment to effectively deliver IT and business requirements.
The role focuses on resolving as many requests as possible during first contact, determining urgency, prioritizing appropriately, and responding to support requests either through corrective action or by routing issues to the appropriate IT specialists.
You will provide customer-oriented follow-ups in a courteous, efficient, and timely manner, records and closes service requests using a ticket management system, and plays a key role in internal change management, purchasing, and communications procedures.
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Key Deliverables
- Maintain high customer satisfaction by representing IT courteously, professionally, and effectively
- Provide first- and second-level support and appropriate follow-ups for regional IT systems, including PCs, printers, servers, and related IT equipment
- Clearly document and effectively prioritize user requests within the ticket management system
- Coordinate support for office building-related IT issues such as network room power, UPS, HVAC, telephony, and collaboration tools including video conferencing
- Provide first-level troubleshooting for VoIP phone systems and network communications
- Identify, isolate, document, and define problems; resolve them in a timely manner where possible, and escalate to appropriate teams in line with SLA processes
- Complete assigned activities, delegate tasks to regional technical associates when appropriate, and deliver projects/tasks to defined requirements
- Install and support software, desktops, laptops, and peripheral equipment
- Update documentation and provide basic end-user training
- Mentor and provide ongoing assistance and instruction to new technical associates
- Maintain and manage IT asset inventories
- Manage and organize support-related knowledge base information
- Proactively identify areas for improvement, communicate recommendations to management, and lead or participate in solution design initiatives
- Participate in on-call rotation during EMEA regular working hours
- Follow established standard operating procedures, policies, and direction
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Experience And Skills
- Knowledge of Windows desktop environments
- Knowledge of Windows Server administration (Active Directory, Exchange)
- Ability to work efficiently as part of a global team environment
- Ability to work independently with strong initiative, task ownership, and time management
- Strong diagnostic skills for both software and hardware issues
- Excellent oral and written communication skills
- Ability to build and manage effective working relationships with stakeholders at all levels
- Prior experience working as part of global project teams
- Experience providing white-glove executive service and support
Skills
it support, desktop support, windows administration, tcp/ip, voip server,
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