Senior IT End User Support Analyst

Position Summary & Objective:

The Senior IT End User Support Analyst role is to provide end user clients with the necessary support to ensure IT devices meet the day-to-day needs of the business. This includes installing, diagnosing, repairing, and maintaining all supported devices and software. The post holder will troubleshoot problem areas (in person, by telephone, messaging or email) in a timely and accurate fashion, where possibly presenting a first-time fix to minimize client downtime. The role will document incidents and steps taken to resolve, creating Knowledgebase Articles where appropriate to assist similar or related incidents.

A key task for this role is to assist the IT Business Partner, gather information on new IT requirements at all sites and ensure they are communicated to all Group IT teams. The post holder will also be expected to participate in the client call process, answering calls on the Service Desk number, or responding to incidents logged through the ITSM Portal by end user clients.

Dimensions and Reporting Lines:

This role reports directly to the IT Business Partner.

Key Accountabilities:

• Ensure that the team complies with established security procedures.
• Support the IT leadership, ensuring the IT systems being implemented underpin the overarching security requirements for the company and individual needs of the Divisions.
• Provide subject matter expertise to support effective decision making to provide input as required to the annual strategic planning cycle.
• Support and follow the governance and operational disciplines applicable across the group.
• Educate users on appropriate use of available Information Systems.
• Maintain an inventory of all hardware and software.

Common to all roles:

• To ensure full participation in the performance development review (PDR) process and maintain an up-to-date record of all training and development activities/programs
• To always act and behave in a way compliant with all Crane Authentication company guidelines and policies, especially those relating to values and behaviours, environmental health and safety, ethics and codes of conduct, as it is through living our values that we strengthen the culture of our business and demonstrate our understanding of our Code of Business Principles.

Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Capabilities:

Required:

• Strong customer service orientation.
• Excellent communication skills.
• Able to work under pressure.
• Good Understanding of MS Operating Systems, and MS Office application.
• Good technical knowledge of PC hardware, software, and their components.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Good technical knowledge in Network Equipment, Network Technologies, and Network Standards.
• Ability to work with minimal supervision, while adhering to our standard processes.
• An understanding of ITIL V4.
• Can-Do Mindset

Our commitment towards the selected candidate: 

• We value our employees
• We champion learning and development for all and foster an environment conducive to growth
• We offer the best conditions of employment within the industry and hold the HR quality mark accreditation.
• We offer employee benefits including health and well-being support
• We are committed to equality and diversity in our workplace
• We recognize good performance

Crane Authentication is an Equal Employment Opportunity organization.  All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. Crane Authentication is committed to providing reasonable accommodation to individuals with disabilities.