Euc Desktop Support Analyst

Analyst Job Description

Role Purpose

This role is an EUC Team role within the Global EUC & Desktop team.

The Desktop Support Analyst will be responsible for the Support Function providing day-to-day support operations for our corporate, vaults and retail store users. Must have a customer focus and possess a strong understanding of the EUC technology, the customers, business process, key drivers and measures of success. Demonstrable leadership skills and passionate in providing continuous improvement.

Key Accountabilities
- Lead the day-to-day activities of a team of IT professionals who provide technical support to Travelex’s end user computing environment
- Ensure the teams are trained appropriately to address all incidents and service requests within pre-defined SLA targets
- Plan, schedule and monitor work activities to meet time and quality targets
- Manage ticket flow, volume and backlog, and Monitor and identify trends
- Collaborate with peers in the organization to ensure operational alignment
- Act as the primary point of end user contact for escalations, communications, VIP requests, etc.
- Grow relationships with business leaders and users at all levels in the organization; solicit feedback from business leaders to ensure EUC Delivery is exceeding expectations
- Ensure assets are constantly managed and maintained by the support team
- Provide regular reports and statistics on progress and issues
- Drive continuous improvement through automation, self-service and knowledge base growth to decrease incident volumes
- Responsible for development and performance of staff
- Collaborate with EUC Support Manager, EUC Design and Delivery teams to identify improvement opportunities and address recurring problems
- Work under general direction within a clear framework of accountability
- Perform other duties as assigned
- Understand and conduct a continuous review of current consumer technologies: what they are, how they work, why they might have a relevancy to the business
- Management of EUC tools and technology remaining cost conscious
- Provide expertise to our global customers to ensure their requests are planned in accordance with set standards
- Ensure team members are adhering to information/policies relating to system processes and architecture; utilizing documentation tools, standard templates and the document approval processes
- Carry out risk assessments against new and existing technology being sure to report and act upon any weaknesses that are discovered
- Work with the IT Asset Management team to implement measures for reducing nonconformity on all EUC technologies
- Build equivalent relationship with key managers and leaders in IT
- Communicate daily and weekly delivery performance levels to the EUC team.

Experience and personal qualities
- Previous customer service experience required
- Minimum of 2 years’ experience in a technical management or technical lead position
- ITIL certification required
- Excellent customer service and interpersonal skills; professional demeanor
- Excellent organizational and time management skills
- Strong attention to detail
- Ability to articulate (written and verbal) complex technical topics clearly
- Ability to handle multiple tasks concurrently
- Demonstrable problem-solving skills; identifies and resolves complex technical, operational and organizational problems
- Demonstrable working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills
- Broad range of network and desktop knowledge including MAC, Windows 7, Windows 10, Office365, Microsoft Office Professional Suite (2010, 2016)
- Develops people to meet both their career goals and the organization’s goals
- Lead by example and inspire others through an approach based on high-standards
- An aptitude to tackle and own a challenge through to its conclusion
- Advanced analytical and structured problem-solving abilities with inquisitive approach to work
- Flexibility/Adaptability/Responsive-track record of adapting, thinking outside the box, open mind to new tools and changing processes
- Ideas generator and innovator: always asking Why? How?
- Understands and utilizes automation and available tools, strengthening own knowledge of functionality and looking to contribute to future development
- Self-starter requiring little supervision to complete tasks independently, fast moving, self-developer, exhibits interest in new tools
- Proven ability to create solutions for a variety of projects
- Demonstrable interest in industry developments with regard to best practice and alternative approaches
- Good team-player with stakeholder, vendor, time management skills, whilst being able to communicate at all levels
- Advanced written and verbal communication skills with proven ability to write highly technical reports and documentation
- Able to travel within ANZ Geo for Support requirement.
- Understanding of OS imaging and deployment via network using M