**Role purpose** The EUC Analyst will be responsible for the Support Function providing day-to-day support operations for our global end users, in-house and remotely. 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 skills and passionate in providing continuous improvement. **Key accountabilities/Responsibilities** + Provide EUC level 1 & level 2 hardware and software support to our user community along with the ability to resolve L1 network connectivity issues. + Responsible for installation, configuration, maintenance and support of Checkpoint Utm1-Edge, 1100, 1400 series devices. + Be part of critical voice in shaping the future of EUC + Follow the App Discovery process to onboard new software for packaging and updated applications ready for remote deployment + Create and update our build images for use with new hardware and software + Manage our desktop encryption solution + Log faults/tickets with ISP vendors and follow up with them + Cover colleagues duties when required + Be enthusiastic and interested in new opportunities and projects within EUC. + Take ownership of incidents and work assigned. + Ensure that our systems are up to date with latest updates to reduce exposure to software vulnerabilities + Provide expertise to our global customers to ensure their requests are planned in accordance with set standards. + To help the team be at the forefront of automation to cut down on manual processes + Manage the call queue and prioritize incidents adhering to Service Level Agreements (SLAs) and contractual obligations. Making sure that all controls and procedures are followed accordingly and avoiding SLA breaches + Communicate with users, stakeholders, VIPs, and other teams around the globe ensuring that the communication of the customer journey is visible, transparent and informed + Contribute to how EUC can continuously get better through streamlining our procedures and mechanisms + Perform maintenance and housekeeping tasks to keep our systems running efficiently. This will include tasks such as removing a device from all IT systems before decommissioning it and looking for opportunities to increase the user experience through system tweaks and maintenance. + Make sure that all issues that are assigned to EUC are logged appropriately as a request, incident or change + Meet deadlines and SLAs and take accountability for any roadblocks **Experience and personal qualities** + Previous end user customer service experience required + 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 10, Windows 11, Office365, + Sound understanding of fundamental concepts in network + An aptitude to tackle and own a challenge through to its conclusion + 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 + 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 emails and coordinate with stakeholders and **Working Hours** + Flexible to work in Sun Model to support Global regions **Communication** + Excellent written and oral communication skills + Excellent listening and interpersonal skills + Logical thinking and efficient + Keen attention to detail + Ability to conduct research into systems issues and products as required + Ability to communicate ideas in both technical and user-friendly language **Essential** + Bachelor’s Degree in IT or Computer Science. + ITIL Foundation v4 Certified + Sound knowledge of Network Concepts + Minimum 3-4 years of experience in similar role. **Technical Skills:** + Windows 10, 11 + Active Directory Service ADDS + Understanding of Group policies + DHCP + DNS + Fundamentals of SCCM/Ivanti End point Manager, Microsoft Intune. + Good understanding of Microsoft 365 products