End User Services Analyst II

Role : End User Services Analyst II

Duration : 06+ months contract

Location : Anderson, SC, 29621 (Onsite)

Key Duties :

• Research, troubleshoot and diagnostic hardware / software to identify, document and resolve errors / issues
• Provide 2nd level user support for incidents that require local resolution and cannot be resolved by the Service Desk.
• Response to service desk request tickets and outages via phone, email or online incident management ensuring completeness of tickets and follow up with other team members in case of incident escalation.
• Provide hands-on support for IT project implementations and performs miscellaneous job-related duties as assigned.
• Collaborate with End User Services Team to resolve end-user’s technology issues.
• Support hardware and software installation / configuration in accordance with corporate policies and as designed by the End User’s team.
• Provide customer satisfaction by handling work orders with efficient communication, documentation and timeliness.
• Support PC replacement programs and emergency exchanges.
• Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.
• Assist in the asset management of all end-user devices and manage the stock level of spare equipment.

Additional Duties :

Technical / Functional Skills :

Requirements :