End User Services

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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

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

Qualifications