Analyst, End User Computing

The role of the End User Computing Analyst is to provide second & third level support to our corporate end user for Corporate computing devices, virtual desktop infrastructure and other IT services as required. The End User Computing Analyst is responsible to provide technical support following standards and guidelines to install, configure, troubleshoot, upgrade and maintain workstations, printers, and peripherals. The analyst works from tickets in the Service Management tool to fulfil customer requests as well as meeting customer expectation by providing the absolute best customer experience to our end users.

• Provides second and third level support to our end-user computer systems, travel between sites maybe required;
• Performs moves and deliveries of end user computing devices;
• Configures computers and applications following standards and guidelines;
• Investigates, diagnoses and resolves incidents, providing the absolute best customer experience;
• Perform Problem ticket investigation towards resolution or work around
• Updates the Service management software in accordance with GIS processes;
• Monitors and liaises regularly with their customer to keep them current with the progress and findings and escalate if necessary;
• Completes special projects or tasks assigned by Team Leader
• Provide On-Call support as per the rotation schedule
• Deliver assigned work accurately and on time
• May act as a queue manager and oversee the daily work within the Team and assign work/tickets to other team members
• May be required to perform the duties of Problem coordinator on occasion to coordinate investigations into the root cause of issues, identifying workarounds and following up for permanent resolution. This may include Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
• Utilizes advanced problem-solving techniques to identify/investigate root causes of issues, resolve directly or determines courses of action; Escalate more contentious issues, with recommendations to the next level;
• Responds to more complex and/or unconventional queries and provides policy interpretations, technical and business process advice in their area of technical expertise;
• Takes initiative to provide technical coaching to all team members and co-worker as required and helps establish a positive team environment built on mutual trust and respect
• Develops and manages working relationships with their internal customers to acquire a sense of their information technology needs and develop a more in-depth Knowledge of their business and deliverables;
• Provides an experienced level of input in the creation and review of technical documentation such as Knowledge Articles and work instructions, and recommends amendments to the I.T. operating process, policies, procedure and technical standards; Contribute articles to the Knowledge base
• Demonstrates personal leadership attributes incorporating a commitment to ongoing professional development and continuous learning;
• Must be able to work flexible hours, 24 x7, if and when necessary
• Works in a safe manner collaborating as a team member to achieve all outcomes.
• Demonstrate Behaviours that exhibit our organizational Values: Collaboration, Courage, Perseverance, and Passion.
• Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies.
• All other relevant duties as assigned.

Education
• University degree in Computer Science or Post-Secondary education in Computer Science or related field;

Knowledge, Skills and Abilities
• Possess excellent customer services skills
• Must be able to lift 20 kg
• Must have a valid G driver’s license
• ITIL foundation, Agile and Scrum knowledge is an asset;
• Self-starter able to work with minimal supervision
• Maintains composure in demanding or stressful situations
• Strong knowledge/experience of the most current released version of Microsoft Office and related Microsoft Office Automation product, Microsoft Operating Systems (Server & workstation), Microsoft Servers, Security Products, Exchange, VPN, Power Shell and VB scripting etc.)
• Must possess strong analytical and troubleshooting skills and demonstrated ability to make decisions
• Adept at learning new technologies (VDI, SCCM) and in integrating them into the current IT processes and landscape
• Excellent written and verbal communication skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment
• Ability to deal/respond positively to complaints, problems and sometimes negative and emotional behaviour from customers;
• Ability to embrace change with positivity and enthusiasm
• Good organizational and time management skills with ability to manage multiple priorities in a fast paced and continuously changing environment.
• Team Player qualities: integrity, accountability, adaptability and motivation

Experience
• 5 + Years’ General customer service experience
• 3 + years’ in a technical customer support position
• Prior experience in the pharmaceutical or regulated industry is an asset.