End User Compute (Euc) Analyst

Job Description Are you ready to grow your career in Insurance? Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller's journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs! As the world begins to travel again, we want to make sure we're delivering an exceptional service for our customers, and we want you to be part of that journey. So, what's the job? Provide escalated (2nd Level EUC) technical support, troubleshooting and fault triage related to EUC items, systems and services Response for escalations on all L2 EUC/Onsite, service tickets?to ensure service levels are maintained. Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, telephony and applications) as they arise. Field incoming Incidents and Service Requests and manage their resolution in a timely manner Provide first-line investigation and diagnosis for EUC/Onsite hardware/software and applications Escalate incidents/service requests that cannot be resolved within agreed timescales to L3 resolver teams and/or vendors Troubleshoot software, Laptop, PC, printer, phone, Webex and other technologies Manage the setup and installation of users and hardware (including user moves and exits) and ensure smooth employee transitions within the business Manage user exits and collection of all EUC equipment and returns Manage repair of broken assets And what are we looking for? The ideal candidate will have some experience in a Hardware builds/ software installations/telephony and business facing technology role, with an understanding and some experience in: Windows 10 Operating Systems Microsoft Azure (Active Directory) Intune AWS systems and how it functions ITIL and ISMS principles and standards IPT and VOIP phone systems (webex) Working with remote support tools Using ticket management systems e.g.: Service Now Supporting desktop applications such as Adobe Reader, Microsoft Office etc. You have a can-do attitude and are keen to learn new ways of working, processes and procedures Problem solving is a core capability that you possess, and you are proactive in identifying technology issues that may have implications for other customers You apply learnings from previous resolutions to improve what you do, and you share knowledge with others in your team through conversation and documentation. Although you enjoy working as part of a team, you are equally comfortable working autonomously or asking for assistance in sometimes unfamiliar areas of expertise You are keen to learn relationship building techniques and you consider customer satisfaction one of your primary measures of success. You understand technology and how people/customers rely on it for their day-to-day roles. As you will often deal with multiple requests, you work well under pressure without sacrificing customer experience. Either: Tertiary qualification in an Information Technology discipline such as Computer Science or Software Engineering Certificate 3 or 4 in Information Technology So, why choose us?