End User Support Analyst (Maternity Leave Cover) - #2186474

End User Support Analyst - Munich, Germany

The EUS Analyst serves as a key point of contact for both internal IT and external stakeholders (Business Units), collaborating closely with local senior management, project teams, business function leaders, and external vendors or service providers. Acting as an advocate for the end user community, this role ensures that user needs are understood and addressed within the broader IT strategy.

Working with minimal day-to-day supervision, the EUS Analyst may function as a core project team member for local or regional initiatives across IT, Infrastructure & Operations, Facilities, or M&A activities. In these capacities, the analyst may be granted decision-making authority and is responsible for providing project management services for tactical initiatives within IT or across business units.

The role often involves participation in multiple projects with cross-functional impact, requiring the application of best practices in project management. Additionally, the EUS Analyst is expected to mentor and support junior team members, sharing knowledge and promoting skill development. This includes engaging with regional peers and collaborating with the Service Desk to identify opportunities for process improvement and operational efficiency.

Preferred Skills and Knowledge

• Provides Tier 2 support for end-user desktop issues and service requests escalated by the Service Desk.
• Troubleshoots and resolves hardware, peripheral, and software issues across supported platforms, including Windows (physical and virtual), and macOS.
• Supports a range of desktop peripherals including monitors, external storage devices, and printers, with additional responsibilities involving basic network, server, and UPS support in small data centers or lab environments.
• Collaborates with cross-functional IT teams to ensure efficient and timely problem resolution.
• Maintains detailed and up-to-date status on long running or unresolved support tickets to ensure transparency and continuity.
• Coordinates with Facilities and IT teams to manage tasks such as desktop setup for new hires, office moves, equipment replacements, and acquisition integration activities.
• Ensures functionality of desktop and peripheral devices post-deployment and organizes recycling or decommissioning of outdated equipment.
• Closes support tickets with clear resolution details and follows up with users as needed.
• Educates end users on issue causes and provides preventative guidance when applicable.
• Shares feedback and insights to identify recurring challenges and opportunities for improvement in support processes.

Basic Qualifications:

• Bachelor’s degree or equivalent experience.
• 3 - 4 years of professional experience in a related field.

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