EUC Support Analyst

Key responsibilities include:

• Provide end user computing support across desktop, applications and infrastructure environments
• Manage incidents and service requests via ServiceNow and EUC support queues
• Deliver support across multiple channels including walk-ups, calls, chats and remote support
• Triage, troubleshoot and resolve incidents or escalate where required
• Maintain strong customer engagement and follow up on support requests
• Support change and release management processes aligned to ITIL standards
• Contribute to and maintain the knowledge base and self-service portal
• Participate in queue management and rostered support activities
• Respond to escalations and engage resolver groups where needed
• Support remote users and travel to sites where required for on-site assistance
• Maintain detailed troubleshooting notes and ticket documentation
• Analyse dashboards and support data to identify trends and improvement opportunities
• Drive continuous improvement across service delivery and support processes