End User Services Analyst

Summary: ZOLL Cardiac Management Solutions is dedicated to improving patient outcomes through innovative technologies in healthcare. The End User Services Analyst plays a crucial role in providing technical support for hardware and software issues, ensuring excellent customer service and adherence to security protocols. Responsibilities: - Delivering timely, efficient, and exceptional technical support for various hardware, software, identity and access issues through multiple channels - Demonstrating strong communication and problem-solving skills to meet service delivery expectations and reporting to management - Prioritizing urgent issues and collaborating with IT and Security teams for service restoration and root cause analysis - Maintaining technical ownership of support tickets, utilizing ZOLL’s ITIL ticketing system for documentation and escalation - Managing user expectations with proactive communication, and maintaining, analyzing, and troubleshooting end user hardware and peripherals - Participating in project teams and creating/updating team documentation and procedures - Ensuring a safe work environment and complying with all Corporate, Global IT, Security, and Service Management policies, procedures, and directives - Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/requests - Recommend process changes as needed to improve service levels - Create/maintain support documentation and procedures - Stay current with information technology systems and industry trends - Provide evening and weekend support (off-hours support) as assigned, on a rotating basis - Some domestic and international travel may be required Required Qualifications: - High School Diploma required - 1+ years experience with Microsoft Operating Systems and Microsoft applications - Experience supporting laptops, desktops, tablets and smart phones including iPhone, and Android models - Commitment to a training and development plan that involves passing certification exams - Familiarity with end-user computing devices, applications, and security best practices - Excellent customer service skills with the ability to convey technical information in user-friendly terms - Strong team collaboration skills to ensure effective Service Desk operations - Proficient relationship, conflict management, and communication skills - Advanced problem-solving abilities - Capacity to handle multiple tasks simultaneously with a sense of urgency - Proactive and punctual with efficient multitasking capabilities - Solid planning and organizational skills Preferred Qualifications: - ITIL, CompTIA+, Microsoft, HDI certification Preferred Required Skills: Microsoft Operating Systems, Technical Support, ITIL Certification Important Skills: CompTIA+ Certification, Customer Service Nice-to-Have Skills: Multitasking, Planning, Organization, Problem-Solving, Team Collaboration, Communication Skills