End User Services

Role Purpose

Provide advanced troubleshooting and resolution for end-user incidents while supporting continuous improvement of service desk operations.

Key Responsibilities

Resolve complex incidents not handled at L1
Perform remote troubleshooting of desktops, laptops, and applications
Manage user account provisioning and access control
Support Office/M365, collaboration tools, and enterprise applications
Assist with patching, deployments, and system updates
Identify recurring issues and recommend problem management actions
Contribute to knowledge base creation and updates
Support onboarding and training of junior analysts

Required Skills

Strong troubleshooting skills (Windows/macOS, networks)
Active Directory / identity management basics
M365 and enterprise application support
ITIL process understanding
Good documentation skills

Experience
2–5 years