IS EUC Support Analyst
Department: IS - Service Delivery
Employment Type: Permanent - Full Time
Location: UK/Knutsford
Reporting To: Alan Penketham
Description
The IS EUC Support Analyst is responsible for resolving Incidents and fulfilling Service Requests. Ensuring that they follow predefined processes, procedures and guidelines to meet customer needs. Although the Desktop & Field Support Analyst will be designated a primary site, travel to branch offices will be required.
The IS EUC Support Analyst position is an exciting opportunity that has been created due to ongoing expansion of the Glory IS team. Working with best of breed technologies in a fast-paced, vibrant working environment, the position offers a great opportunity to build and develop new skills with opportunities to work abroad with colleagues on technology-based projects.
Key Responsibilities
* Using ITSM platform ServiceNow for the resolution of Incidents and fulfilment of Service Requests within SLA.
* Maintaining accurate hardware, software and licence data for all assets under their remit.
* Contributing to reporting statistics as required.
* Supporting projects as required.
* Working with vendors to ensure services and assets are available and delivered in a timely manner.
* Administration and support of Windows 10/11, MS Azure Suite including Entra, Defender, Autopilot etc., PatchMyPC, VMware, Office 365, RingCentral Cloud Telephony, Oracle JDEdwards and other Oracle cloud-based apps.
* Working with Dell hardware including imaging and support of both onsite and remote field-based devices.
* Ordering, setup and support of Apple and Android devices.
* Administration of local Printer and Video conferencing solutions.
* Support of Infrastructure Management team to ensure server, communication, and infrastructure work is carried out, and hardware maintained.
* Testing and updating of local Disaster Recovery plans in line with business needs.
Skills, Knowledge & Expertise
* Experience with various versions of Windows Desktop OS. Windows 10/11 qualified preferred
* Experience with Windows Server and MS Azure Suite.
* Experience with O365, MS Intune including Entra and Defender, preferably qualified.
* ITIL Foundation preferred.
* Experience with Active Directory.
* Experience with Web Filtering solutions such as Cisco Umbrella.
* Knowledge of comms room daily management.
* Experience with typical desktop software (Bitlocker encryption, browsers, VPN).
* Knowledge of telecoms and unified communication solutions.
* Knowledge of network troubleshooting for PCs and peripherals, configurations management.
REQUIRED SKILLS AND COMPETENCIES
* Excellent Customer Service skills.
* Excellent troubleshooting capabilities.
* Good Technical mindset.
* Good attention to detail.
* Ability to take initiative and work unsupervised.
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