End User Services Analyst

The Company:

Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.

Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous — ensuring a scalable, sustainable future.

Hexagon’s Mining division solves surface and underground mine challenges with proven technologies for planning, operations, and safety.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,000 employees in 50 countries and net sales of approximately 5.5bn USD. Learn more at hexagon.com and follow us @HexagonAB.

Position Overview:

The End User Services Analyst provides frontline IT support to Hexagon Autonomous Solutions employees in the EMEA region, based in South Africa. This role is part of the global EUS team operating under the Follow the Sun support model, ensuring consistent, high-quality technical support and a strong end-user experience across time zones. The Analyst partners with regional and global EUS colleagues to resolve incidents, fulfill requests, and support the broader technology environment.

Major Areas of Responsibility:

Service Delivery & Support

· Provide Tier 1-2 technical support for hardware, software, and connectivity issues

· Follow Follow-the-Sun handoff procedures to ensure continuity of support across regions

Operations

· Manage and resolve incidents and requests within ServiceNow SLAs

· Support onboarding/offboarding, device provisioning, and access management for the region

Compliance & Security

· Follow endpoint and device security standards; escalate risks to IT Security/GRC

· Support device compliance checks and patching cadences

Documentation & Knowledge

· Maintain accurate ticket documentation and contribute to the regional knowledge base

· Flag recurring issues for root-cause resolution

Stakeholder Experience

· Prioritize stakeholder needs and enhance their experience

· Build strong relationships with local business stakeholders

· Ensure consistent, high-quality support in line with One EUS Team standards

Continuous Improvement

· Suggest process improvements to reduce repeat issues and improve response times

· Participate in regional EUS process reviews

Collaboration & Teamwork

· Work closely with EUS colleagues across EMEA and other regions to share knowledge

· Support team coverage during peak periods or absences

Knowledge and Experience - Required:

• At least 2-3 years of experience in an IT support or service desk role
• Experience working with international or distributed teams preferred
• Bachelor's degree, or diploma, or experience in lieu of degree
• Tertiary qualification in Information Technology or a related field (or equivalent experience)

Knowledge and Experience - Desired:

• Five years of experience in an IT support role
• Relevant certifications (CompTIA A+, ITIL Foundation) a plus
• Microsoft Azure Fundamentals certification

Travel:

• Minimal domestic travel: occasional participation in regional team meetups.

Hexagon is an Equal Opportunity Employer. We prohibit discrimination against any job applicant based on protected characteristics.