End User Support Analyst, Associate at PTC

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

08 Apr, 26

Salary

0.0

Posted On

08 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

End User Computing, Customer Liaison, Project Management, ITIL Framework, Ticketing Tools, Digital User Experience, Technical Support, User Training, Problem Solving, Communication, Equipment Recycling, Infrastructure Projects, Mentoring, Feedback Communication, Status Updates, Preventative Measures

Industry

Software Development

Description

We are looking for an enthusiastic candidate with outstanding talent to join the IT EUS Analyst, Associate. Ideal candidates will have a passion for new technology & improving customer or user experience through it. This role will require hands on work and familiarity for end user computing support, end user enablement, acting in the capacity of a customer liaison & advocate, trainer/mentor, assisting with regional infrastructure projects and project management. Your Impact This is a entry level role of second line support for the End Users and Enhance User Experience to next level to increase their productivity and efficiency. End User Computing Has a basic understanding of company end user computing standards and architecture. Assists in level two analysis when the Service Desk is unable to resolve end user computing issues or requests. For long-running requests, the associated ticket is updated periodically with status for reference. May assist in discussions with facilities and other IT areas on specific tasks & timelines. Examples include move, replace and or configure primary and peripheral devices for new hires, internal office moves, acquisitions, and facilities related projects. Confirms with end users that resources are working as expected. Collects and packages equipment to be recycled for pickup. Once work is completed, associated tickets are updated with resolution information and closed. When applicable, end users are provided with a general understanding of the cause of the problem. Preventative measures may be discussed. Notifies manager upon discovery of predominate challenges. Works with local customers and assists in communication of feedback / priorities to the IT appropriate service catalog owner. Assists in the communication of updates / highlights on relevant IT initiatives. Assists in the education of end users; leverages existing end user computing technology capability. Experienced or knowledge with working in environment of large user base of end users Experience or knowledge of ITIL Framework and Ticketing Tools Familiarity with Digital User Experience Tools and Methodologies Bachelor's degree in computer science, Computer Engineering or equivalent technical experience. Minimum 1-2 Years or work experience in a related field or similar profile.

Responsibilities

The role involves providing second line support for end users and enhancing their user experience to improve productivity and efficiency. Responsibilities include assisting with end user computing issues, updating tickets, and confirming resource functionality.