End User Support Analyst

About the role

This is a “hands-on” client-facing role with daily interaction across Savista staff. The End User Support colleague will build strong relationships with business staff and management while collaborating with other IT teams to provide training and support to all end users. The majority of the work involves desktop support and troubleshooting, including Microsoft Operating Systems, MS Office applications, and various external and internally built applications. Experience in credit card environments and large-scale desktop deployment is beneficial.

Responsibilities

• Provide best-in-class customer service to meet the desktop technology needs of end-users.
• Proactively understand end-user computing and desktop technology needs.
• Foster a culture of continuous improvement and a customer-first attitude.
• Take ownership of technical issues, ensuring high client satisfaction through effective communication and prompt resolutions.
• Resolve escalated requests from the Service Desk regarding endpoint issues via telephone, email, desk-side support, and remote technologies.
• Support In-Tune, installation, deployment, or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, printers, and peripherals.
• Manage timely setup of computing equipment for new and existing end-users.
• Coordinate with the service desk and team members to ensure prompt resolution and appropriate hand-off of issues.
• Document, track, and monitor requests/problems via Freshworks Service Desk, ensuring timely resolution and end-user satisfaction.
• Identify opportunities for process improvement in Technology user support.
• Act as the “Voice of the Customer” to bridge the gap between IT and end-user experience.
• Analyze help desk performance through statistical and reporting methods and implement improvements.
• Escalate, assign, or reassign tickets/work as necessary.

Requirements

• Minimum 4 years’ experience in IT Support or other end-user technology-related fields.
• Solid understanding of ITIL or other ITSM disciplines.
• Working knowledge of Azure VDI.
• Proven experience in End User Technology.
• Demonstrated ability to work in a team environment with quick turnaround and quality output.
• Minimum 2 years working in a secure credit transaction environment.
• Ability to work in a geographically dispersed organization and remote virtual environment.
• Strong conceptual and problem-solving skills to evaluate and resolve issues effectively.
• Self-starter with the ability to work independently.
• Proficiency in Microsoft Office, with strong Excel (Pivots and VLOOKUPs) and Word skills.

Preferred Skills

• Freshworks ITSM
• Workday
• A+ Certification (strongly preferred)
• Certification in ITIL or other ITSM discipline
• AI agent knowledge

Schedule

This role requires on-site work at the Alpharetta office.

Physical Demands

• Occasionally required to move around the work area, sit, perform manual tasks, and operate office equipment.
• Must occasionally lift and/or move up to 15 pounds.
• Ability to extend arms, kneel, talk, and hear.
• Must be able to follow directions, work well with others, and handle stress.