End User Computing Analyst

Job description

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Provide timely troubleshooting and resolution for hardware, software, network, and application issues.
• Log, categorize, prioritize, and track incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Escalate unresolved issues to appropriate technical teams as per defined SLAs.
• Assist with user account management (password resets, access rights, permissions).
• Document solutions and maintain knowledge base articles to support issue resolution and self-service.
• Support IT asset management, software installations, and patching activities.
• Ensure compliance with IT policies, security standards, and ITIL / ITSM best practices.
• Provide excellent customer service, maintaining high user satisfaction levels.

Requirements

Technical Support.