Technical Support Specialist

2 weeks ago

Taunton, Somerset, United Kingdom UST Global Full time
End User Support Analyst

UST Global is seeking a talented and experienced End User Support Analyst to join our team. As a key member of our IT support team, you will be responsible for providing high-quality support to our end-users, ensuring that their technical issues are resolved efficiently and effectively.

Key Responsibilities:
  • Deliver IMACD (Installations, Moves, Additions, Changes & Disposal) and break-fix desktop support across Windows and Apple Mac devices, mobile phones, and related peripherals.
  • Maintain, support, and resolve issues related to workstation operating systems, applications, and hardware.
  • Daily check, maintain, support, and resolve issues related to connectivity for VC equipment, printers, scanners, and MFDs.
  • Expedite support for nominated VIPs at Campus sites on a best-effort basis.
  • Provide 1st and 2nd line support, via the TechStop service.
  • Be the visible face of IT support, liaising with end-users to set customer expectations around how their issue is being managed to resolution.
  • Provide regular updates to assigned tickets in the ticketing tool, to allow stakeholders to understand the status of work, without having to request the latest data.
  • Manage the stock inventory to fulfill swap and/or general requests for hardware replacements.
  • Attend, and contribute to, meetings as required for normal business process and service delivery/continuity.
  • Provide onsite support to end-users as required for tasks or issues that cannot be handled remotely.
  • Coordinate with the PC equipment manufacturers, customer third parties, and other resolver teams for end-issue identification, hardware break-fix support, and spares acquisition.
Requirements:
  • VIP support experience.
  • Expertise in Windows (10/11) & Mac operating systems, iOS, and Android mobile operating systems.
  • Knowledge in SCCM or any other imaging tool.
  • ITSM knowledge with handling Service requests and incidents.
  • Ticketing tool knowledge like ServiceNow, Remedy etc.
  • Software and Application Troubleshooting.
  • Microsoft Office 365.
  • Flexible to work in early (8am to 4pm) and late (10am to 6pm) shifts.

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