EUC Support Analyst
Australia, Western Australia, Perth
Fulltime: 37.5 hrs a week
Experience: 0-2 Years
Education Level: Academic Bachelor
Information Technology
Introduction
We are seeking an experienced EUC Support Analyst to provide high-quality end user computing support across a large global enterprise environment.
This role is focused on delivering responsive support across multiple channels including walk-ups, phone calls, chats and ticketing queues, ensuring users receive timely and effective technical assistance.
What are you going to do
Key responsibilities include:
- Provide end user computing support across desktop, applications and infrastructure environments
- Manage incidents and service requests via ServiceNow and EUC support queues
- Deliver support across multiple channels including walk-ups, calls, chats and remote support
- Triage, troubleshoot and resolve incidents or escalate where required
- Maintain strong customer engagement and follow up on support requests
- Support change and release management processes aligned to ITIL standards
- Contribute to and maintain the knowledge base and self-service portal
- Participate in queue management and rostered support activities
- Respond to escalations and engage resolver groups where needed
- Support remote users and travel to sites where required for on-site assistance
- Maintain detailed troubleshooting notes and ticket documentation
- Analyse dashboards and support data to identify trends and improvement opportunities
- Drive continuous improvement across service delivery and support processes
Essential skills and knowledge
Essential:
- 5+ years' experience across IT support, desktop support, service desk or infrastructure support roles
- Strong understanding of IT Service Management frameworks, including Change and Release Management
- Experience with ServiceNow or similar ITSM platforms
- Strong technical troubleshooting and problem-solving skills
- Exposure to desktop support, application support and end user computing environments
- Excellent written, verbal and interpersonal communication skills
- Ability to build strong relationships across a diverse stakeholder group
What we offer
- 12-month contract with strong extension potential
- Opportunity to work with a leading global energy client
- Exposure to modern workplace technologies and enterprise IT operations
- Collaborative team environment with strong internal support structure
- Competitive daily rate and long-term career potential