End User Support Analyst

Job description

Role Purpose

Provide advanced troubleshooting and resolution for end-user incidents while supporting continuous improvement of service desk operations.

Key Responsibilities

• Resolve complex incidents not handled at L1
• Perform remote troubleshooting of desktops, laptops, and applications
• Manage user account provisioning and access control
• Support Office/M365, collaboration tools, and enterprise applications
• Assist with patching, deployments, and system updates
• Identify recurring issues and recommend problem management actions
• Contribute to knowledge base creation and updates
• Support onboarding and training of junior analysts
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• Required Skills
• Strong troubleshooting skills (Windows/macOS, networks)
• Active Directory / identity management basics
• M365 and enterprise application support
• ITIL process understanding
• Good documentation skills
• Experience - 2–5 years