End User Services Specialist

ZOLL Medical Corporation; Voisins-le-Bretonneux; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A global IT services organization in Île-de-France seeks an End User Services Specialist. This role is focused on providing exceptional IT support to end users, ensuring optimal functioning of devices, and facilitating collaboration with IT and Security teams. Candidates should have 2+ years of experience, relevant certifications like ITIL, and proficiency in managing various operating systems. Strong communication and multitasking skills are essential. This position offers a chance to work in a dynamic environment while delivering excellent customer service.

Qualifications

• 2+ years experience in IT support.
• ITIL, CompTIA+, Microsoft, HDI certification preferred.
• Experience with different operating systems.
• Knowledge of networking protocols.

Responsabilités

• Deliver exceptional technical support for hardware and software issues.
• Collaborate with IT and Security teams for service restoration.
• Maintain technical documentation and procedures.
• Participate in project teams for procedures improvement.

Connaissances

Excellent customer service skills

Strong communication skills

Team collaboration skills

Proficiency in remote support tools

Multitasking capabilities

Formation

Relevant bachelor's degree

Outils

ServiceNow

TeamViewer

Description du poste

Job Summary

The End User Services Specialist is a key member of the End User Services team in the ZOLL Global IT Technology Services organization and has a passion for technology and excellence in customer service enabling this person to provide comprehensive IT support to our end users.

Essential Functions

• Deliver timely, efficient, and exceptional technical support for various hardware, software, identity and access issues maintaining user account security and management through multiple channels.
• Ensure optimal functioning of end user devices and peripherals through analysis, maintenance, repair, and configuration.
• Demonstrate strong communication and problem-solving skills to meet service delivery expectations and reporting to management.
• Prioritize urgent issues and collaborating with IT and Security teams for service restoration and root cause analysis.
• Collaborate with various IT and Security teams to improve end user experience.
• Maintain technical, utilizing ZOLL’s ITIL ticketing system for documentation and escalation.
• Manage user expectations with proactive communication, and maintaining, analyzing, and troubleshooting end user hardware and peripherals.
• Perform hands on hardware support under the guidance of Infrastructure teams as needed.
• Participating in project teams and creating/updating team documentation and procedures.
• Ensure a safe work environment and complying with all Corporate, Global IT, Security, and Service Management policies, procedures, and directives.
• Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/requests.
• Recommend process changes as needed to improve service levels.
• Create/maintain support documentation and procedures.
• Provide support and guidance to End User Service Analysts.
• Stay current with information technology systems and industry trends.

Required Education and Experience

• 2+ years experience, ideally in a matrix organisation and ideally a relevant bachelors education.
• ITIL, CompTIA+, Microsoft, HDI certification preferred.
• Experience with ITSM tools like ServiceNow.
• Proficiency in managing and troubleshooting different operating systems (e.g., Windows, macOS, Linux).
• Knowledge of networking protocols and configurations (wired and wireless).
• Ability to manage user accounts, including permissions and security settings.
• Proficiency in remote troubleshooting and support tools such as TeamViewer.

Knowledge, Skills and Abilities

• Excellent customer service skills with the ability to convey technical information in user-friendly terms.
• Strong team collaboration skills to ensure effective End User Services operations.
• Proficient relationship, conflict management, and communication skills.
• Capacity to handle multiple tasks simultaneously with a sense of urgency.
• Proactive and punctual with efficient multitasking capabilities.
• Experience supporting enterprise-grade end user hardware as well as smart phones including iPhone, and Android models.
• Knowledge of basic IT security practices and protocols.
• Commitment to a training and development plan that involves passing certification exams.