EUC IT Support Analyst

Job title:

EUC IT Support Analyst

Company

Darwin Rhodes

Job description

Job Title: EUC IT Support AnalystJob Location: WBA Digital & IT Solutions (Ireland) Ltd, 2nd Floor,40 Molesworth Street, Dublin, D02 YV57, IrelandDuration of the Assignment: 4 MonthsJob Purpose and primary objectives: Responsible for providing L1 & L2 desktop support for on-site and remote support locations. Provides professional assistance to internal & external customers having hardware and software related problems with their desktop, laptops, mobile devices, or peripherals. The primary focus is striving to achieve the highest level of customer service while supporting and developing corporate computing needsKey responsibilities:Verbally shares information simply, clearly and concisely using fact and logic so that both IT and non-IT audiences can understand straightforward content. Asks clarifying questions to draw out more detailed, relevant and useful information. Learns from written passages by discerning the main idea or key facts and presents written information in a clear, logical and structured way which is easy to follow. Follows and complies with all policies and standard operating procedures (SOPs) applicable to the role. Can classify information according to WBA data classification policy. Applies specific measures to protect information classified as confidential. Displaying world class customer focused IT support, developing and maintaining relationships within the business, at all levels. Communication both technically and non-technical is key

• Perform daily checks on all open issues and own to closure thus ensuring Service Level Agreement (SLA) and Operational Level Agreement (OLA) compliance
• Independently resolves complex, break-fix issues; troubleshoot user problems at the desktop or provides phone support to diagnosis remote customer issues
• Installs, supports, and provides end user training for Mobile PDA devices, including Apple (iPhone, iPad), Blackberry and Android platforms. As well as maintaining those devices using our MDM platform
• Corrects hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors
• Acts as the expert technical resource for problem resolution; applies diverse technical expertise to identify and correct complex system issues. Serves as a point of escalation for all incidents, assuring timely attention and resolution is provided, logs and tracks all issues in ITSM tool
• Participates in training programs designed to educate end users about basic and specialized applications with the ability to explain complex issues in an easy to understand manner
• Maintains standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers.
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Services. Develops troubleshooting procedures. Maintains installation documentation and how-to procedures
• Working in a virtual global team environment to provide seamless experiences.
• Collaborates with clients to determine and understand business requirements. Performs analysis and makes suggestions based on the business requests
• Enhancing value and minimizing disruption, team members interact confidently and comfortably with Walgreens Team members and own issues to completion

Expected salary

Location

Dublin

Job date

Wed, 28 Aug 2024 23:15:02 GMT

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