End User Support Analyst

Job Description

As a End User Support Analyst, you will be required to manage service to a large internal staff as well as customer staff, work within contracted SLAs and delivering best in class services to customers. You will be required to log all the calls that come into the Service Desk via e-mail, telephone and Internal Portal. You must have specialization in MS Windows and Ubuntu Linux (for desktop) technology. Working within the ITIL process guidelines you will be responsible for technical support using Incident Management, remote support and monitoring as well as reducing the number of incidents logged through proactive management.

• To allocate categorisation and prioritisation levels in accordance with requirements
• Troubleshoot and resolve hardware, software, and network-related issues
• Assist users with M365 applications including Outlook, Teams, OneDrive, SharePoint, and other Office applications
• To provide Level 2 investigation and diagnosis where applicable via phone, email, and in-person
• To resolve those incidents / service requests classified as M365 user accounts, groups, licenses, security policies and compliance requirements, Application related tickets, etc
• To keep users informed of progress (especially post SLA breach)
• To accurately document the cause of the issue and troubleshooting steps before resolving the call or forwarding to the next level engineer
• To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end

To contribute to team meetings