IT End User Services Senior Analyst

Responsibilities

• Diagnose and troubleshoot hardware/software issues to document and resolve problems.
• Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.
• Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.
• Lead hands‑on support for IT project implementations and perform additional job‑related duties as assigned.
• Collaborate with cross‑functional teams to solve end‑user technology issues.
• Assist with asset management and maintain stock levels of spare equipment.
• Support the Platform Service Team in backup operations and PC replacement programs.
• Keep IT management informed about the state of local infrastructure.

Qualifications

• Strong sense of ethics and capacity to interact with stakeholders.
• Excellent collaboration and com...