Associate, End User Services - Quality
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Generic Accountability
Deliver end user technology solutions, serve as a subject matter expert in end user technologies, represent the ‘Voice of the end user’ by delivering an exceptional end user experience and Maintain a customer-first approach by ensuring minimal downtime and maximum usability.
*Specific Accountability
Technical Responsibilities
1. System Maintenance & Troubleshooting – Diagnose and fix hardware, software, and network issues.
2. System Installation & Configuration – Set up computers.
3. Software & Hardware Upgrades – Keep IT systems updated and recommend improvements.
4. Keep up with the latest technology to provide efficient solutions.
Customer Care Responsibilities
1. Assist users with IT problems to ensure minimal downtime.
2. Explain possible solutions and involve customers in decision-making when appropriate.
3. User Training & Education – Teach employees how to use new software or devices effectively.
4. Clear Communication – Explain technical issues in simple terms to non-technical users.
5. Customer Feedback Handling – Gather and respond to user feedback to improve IT services.
Collaboration & Continuous Improvement
1. Research & Development – Stay updated with new technology trends and best practices.
2. IT Policy Implementation – Ensure compliance with company policies and IT standards.
Requirements
- •Diagnose and fix hardware, software, and network issues
- •Set up computers
- •Keep IT systems updated
- •Assist users with IT problems
- •Explain technical issues in simple terms
- •Gather and respond to user feedback
- •Ensure compliance with company policies and IT standards
Nice to Have
- •Keep up with the latest technology to provide efficient solutions
- •Explain possible solutions and involve customers in decision-making
- •Teach employees how to use new software or devices effectively
- •Stay updated with new technology trends and best practices
Responsibilities
- •Deliver end user technology solutions
- •Serve as a subject matter expert in end user technologies
- •Represent the ‘Voice of the end user’
- •Deliver an exceptional end user experience
- •Maintain a customer-first approach
- •System Maintenance Troubleshooting
- •System Installation Configuration
- •Software Hardware Upgrades
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