End User Compute (EUC) Analyst

Cover-More

Brisbane, QLD
Permanent
Full-time

17 days ago

Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller's journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs!As the world begins to travel again, we want to make sure we're delivering an exceptional service for our customers, and we want you to be part of that journey.So, what's the job?

Provide escalated (2nd Level EUC) technical support, troubleshooting and fault triage related to EUC items, systems and services
Response for escalations on all L2 EUC/Onsite, service tickets to ensure service levels are maintained.
Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, telephony and applications) as they arise.
Field incoming Incidents and Service Requests and manage their resolution in a timely manner
Provide first-line investigation and diagnosis for EUC/Onsite hardware/software and applications
Escalate incidents/service requests that cannot be resolved within agreed timescales to L3 resolver teams and/or vendors
Troubleshoot software, Laptop, PC, printer, phone, Webex and other technologies
Manage the setup and installation of users and hardware (including user moves and exits) and ensure smooth employee transitions within the business
Manage user exits and collection of all EUC equipment and returns
Manage repair of broken assets

And what are we looking for?

The ideal candidate will have some experience in a Hardware builds/ software installations/telephony and business facing technology role, with an understanding and some experience in:

Windows 10 Operating Systems
Microsoft Azure (Active Directory)
Intune
AWS systems and how it functions
ITIL and ISMS principles and standards
IPT and VOIP phone systems (webex)
Working with remote support tools
Using ticket management systems e.g.: Service Now
Supporting desktop applications such as Adobe Reader, Microsoft Office etc.
You have a can-do attitude and are keen to learn new ways of working, processes and procedures
Problem solving is a core capability that you possess, and you are proactive in identifying technology issues that may have implications for other customers
You apply learnings from previous resolutions to improve what you do, and you share knowledge with others in your team through conversation and documentation.
Although you enjoy working as part of a team, you are equally comfortable working autonomously or asking for assistance in sometimes unfamiliar areas of expertise
You are keen to learn relationship building techniques and you consider customer satisfaction one of your primary measures of success.
You understand technology and how people/customers rely on it for their day-to-day roles. As you will often deal with multiple requests, you work well under pressure without sacrificing customer experience.

Either:

Tertiary qualification in an Information Technology discipline such as Computer Science or Software Engineering
Certificate 3 or 4 in Information Technology

So, why choose us?We value optimism, caring, togetherness, reliability and determination.We have more than 1500 employees worldwide: we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 4 days in the office and 1 day working from home.Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, covid leave (to get vaccinated and for when you're sick), volunteer leave and a comprehensive paid parental leave scheme.Travel and work with us. We'll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner. We also offer great discounts through our extensive travel partnerships…so start planning for your next trip today!Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.Apply today and let's go great places together!#LI-Hybrid

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