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19 Travelex Jobs
EUC Support Analyst
Travelex
posted 3d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Role purpose
The EUC Analyst will be responsible for the Support Function providing day-to-day support operations for our global end users, in-house and remotely. Must have a customer focus and possess a strong understanding of the EUC technology, the customers, business process, key drivers and measures of success. Demonstrable skills and passionate in providing continuous improvement.
Key accountabilities / Responsibilities
- Provide EUC level 1 level 2 hardware and software support to our user community along with the ability to resolve L1 network connectivity issues.
- Responsible for installation, configuration, maintenance and support of Checkpoint Utm1-Edge, 1100, 1400 series devices.
- Be part of critical voice in shaping the future of EUC
- Follow the App Discovery process to onboard new software for packaging and updated applications ready for remote deployment
- Create and update our build images for use with new hardware and software
- Manage our desktop encryption solution
- Log faults/tickets with ISP vendors and follow up with them
- Cover colleagues duties when required
- Be enthusiastic and interested in new opportunities and projects within EUC.
- Take ownership of incidents and work assigned.
- Ensure that our systems are up to date with latest updates to reduce exposure to software vulnerabilities
- Provide expertise to our global customers to ensure their requests are planned in accordance with set standards.
- To help the team be at the forefront of automation to cut down on manual processes
- Manage the call queue and prioritize incidents adhering to Service Level Agreements (SLAs) and contractual obligations. Making sure that all controls and procedures are followed accordingly and avoiding SLA breaches
- Communicate with users, stakeholders, VIPs, and other teams around the globe ensuring that the communication of the customer journey is visible, transparent and informed
- Contribute to how EUC can continuously get better through streamlining our procedures and mechanisms
- Perform maintenance and housekeeping tasks to keep our systems running efficiently. This will include tasks such as removing a device from all IT systems before decommissioning it and looking for opportunities to increase the user experience through system tweaks and maintenance.
- Make sure that all issues that are assigned to EUC are logged appropriately as a request, incident or change
- Meet deadlines and SLAs and take accountability for any roadblocks
Experience and personal qualities
- Previous end user customer service experience required
- ITIL certification required
- Excellent customer service and interpersonal skills; professional demeanor
- Excellent organizational and time management skills
- Strong attention to detail
- Ability to articulate (written and verbal) complex technical topics clearly
- Ability to handle multiple tasks concurrently
- Demonstrable problem-solving skills; identifies and resolves complex technical, operational and organizational problems
- Demonstrable working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills
- Broad range of network and desktop knowledge including MAC, Windows 10, Windows 11, Office365,
- Sound understanding of fundamental concepts in network
- An aptitude to tackle and own a challenge through to its conclusion
- Analytical and structured problem-solving abilities with inquisitive approach to work
- Flexibility / Adaptability / Responsive-track record of adapting, thinking outside the box, open mind to new tools and changing processes
- Ideas generator and innovator: always asking WhyHow
- Understands and utilizes automation and available tools, strengthening own knowledge of functionality and looking to contribute to future development
- Self-starter requiring little supervision to complete tasks independently, fast moving, self-developer, exhibits interest in new tools
- Demonstrable interest in industry developments with regard to best practice and alternative approaches
- Good team-player with stakeholder, vendor, time management skills, whilst being able to communicate at all levels
- Advanced written and verbal communication skills with proven ability to write emails and coordinate with stakeholders and
Working Hours
- Flexible to work in Sun Model to support Global regions
Communication
- Excellent written and oral communication skills
- Excellent listening and interpersonal skills
- Logical thinking and efficient
- Keen attention to detail
- Ability to conduct research into systems issues and products as required
- Ability to communicate ideas in both technical and user-friendly language
Essential
- Bachelor s Degree in IT or Computer Science.
- ITIL Foundation v4 Certified
- Sound knowledge of Network Concepts
- Minimum 3-4 years of experience in similar role.
Technical Skills:
- Windows 10, 11
- Active Directory Service ADDS
- Understanding of Group policies
- DHCP
- DNS
- Fundamentals of SCCM/Ivanti End point Manager, Microsoft Intune.
- Good understanding of Microsoft 365 products
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Support Analyst roles with real interview advice
What people at Travelex are saying
Support Analyst salary at Travelex
reported by
2
employees
with 6
years exp.
Unlock
₹5.8
L/yr - ₹7.4
L/yr
15%
more
than the average Support Analyst Salary in India
View more details
What Travelex employees are saying about work life
based on 198 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Travelex Benefits
View more benefits
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Travelex Mumbai Office Locations
Mumbai Office
Travelex India Pvt Ltd, 2nd Floor, Paradigm Towers, A Wing, Mindspace, Malad West
Mumbai
Maharashtra 400064
Maharashtra 400064
Mumbai Office
Travelex India Pvt Ltd, Ground Floor, R - 154, Ganeriwala House, Opposite Jw Merriott, Juhu Tara Road
Mumbai
Maharashtra 400049
Maharashtra 400049
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