SSUSA Job #807: End User Support Analyst Consultant
Job Description
END USER SUPPORT ANALYST
The Primary focus for this role is to be the first point of contact for IT and for the Business to report
any issues to. They will be responsible for identifying and resolving First line support issues and
expected to have a basic understanding of the Business and IT function.
KEYS:
Responsible for the delivery of excellent end user support services to colleagues across the company.
• Act as the first point of contact and key interface between the business and the company IT team logging, triaging, managing and resolving incidents and requests across all company enterprise technologies
• Provide First line support via telephone support, email, live support and in person walk ups to the IT area
• Identify, troubleshoot and resolve support issues relating to the company corporate desktop,telephony and associated business applications
• Provide appropriate technical support to resolve IT related Incidents and Requests on first contact where appropriate
• Provide technical support by creating, amending and troubleshooting user account issues, managing email accounts, creating, amending and managing distribution groups
• Support all Microsoft platforms (Windows 7/10, Office, including Skype for Business), third party and internally designed applications
SKILLS:
• Ability to and experience of working in fast-paced, technology led environment
• Ability to work from ITSM tools such as ServiceNow, with the ability to self-prioritise accordingly
• Thorough and detailed understanding of Microsoft Windows
• Follow-me print solutions
• Understanding of mobile devices – iOS and Android
• Understanding of mobile device management
• Understanding of Desktop/Laptop/Telephony hardware
• Understanding of Microsoft Exchange/Active Directory, including Group Policy
• Excellent knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Experience with basic networking protocols and network services including DNS, DHP and TCP/IP
• Basic understanding of IT Security, network protocols, firewall and VPN configurations, as well as
remote access, content filtering, spam filtering, malware and virus protection
• Understanding of and experience of Microsoft Exchange/Active Directory, creating and managing
emails accounts, creating and amending distribution groups, creating, amending and
troubleshooting issues with user accounts and permissions, including Group Policy permissions
KNOWLEDGE:
• Relevant industry certifications in Microsoft, A+, ITIL or SDA, a plus
• Knowledge of MAC OS highly desirable
• Knowledge of standard range of desktop applications and hardware
SEND YOUR RESUME TO JOBS@SSUSA.COM MENTION JOB 807 IN THE SUBJECT BOX
Job Location
New York City
Position Type
Consulting
Salary Range
TBD