IT Senior Analyst; End User Services

Position: IT Senior Analyst (End User Services)
About Our Group  The IT End User Services team provides frontline technology support to employees across the organization. We ensure that end users are equipped with secure, reliable, and efficient IT services that enable productivity and collaboration. Our scope includes end‑user devices, software, user access, collaboration platforms, meeting room and AV systems, onboarding support, and continuous improvement of the digital workplace experience.
About the Role – You Will   Diagnose and resolve technical issues related to desktops, laptops, peripherals, and end‑user applications.
Manage, prioritize, and resolve incidents using IT Service Management (ITSM) tools while maintaining accurate documentation.
Provide remote and onsite support for audio‑visual (AV) and video conferencing (VC) systems, including Logitech solutions.
Provide technical support for site events and employee sessions using on‑site AV equipment, including quarterly scheduled sessions that may occur outside standard business hours.
Collaborate using Microsoft 365 tools to support effective communication, documentation, and knowledge sharing.
Work closely with global IT teams to handle escalations and support cross‑regional issue resolution.
Ensure compliance with IT security standards, policies, and operational processes.
Deliver a consistent and positive customer support experience.
Participate in rotational support duties and travel between local sites when required
About You   Customer‑focused, adaptable, and comfortable working in a fast‑paced environment.
Able to manage multiple priorities and perform effectively under pressure.
Detail‑oriented with a strong sense of accountability and ownership
Proactive mindset with a commitment to continuous improvement and service excellence
Strong communication and interpersonal skills, with the ability to work collaboratively across teams.
Your Experience Includes   Bachelor’s degree in Information Technology, Computer Science, or a related field with at least 3 year of relevant experience
Hands‑on experience supporting end‑user devices, software, and collaboration tools.
Familiarity with ITSM tools and incident management processes.
Exposure to AV and video conferencing support is an added advantage

#J-18808-Ljbffr