End User Services Specialist

CMS

At ZOLL, we're passionate about improving patient outcomes and helping save lives.

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

**Job Summary**

The End User Services Specialist is a key member of the End User Services team in the ZOLL Global IT Technology Services organization and has a passion for technology and excellence in customer service enabling this person to provide comprehensive IT support to our end users.

This person is a crucial link between the IT departments and the rest of the organization, ensuring seamless integration of technology and user needs.

**Essential Functions**
- Deliver timely, efficient, and exceptional technical support for various hardware, software, identity and access issues maintaining user account security and management through multiple channels.
- Ensure optimal functioning of end user devices and peripherals through analysis, maintenance, repair, and configuration.
- Demonstrate strong communication and problem-solving skills to meet service delivery expectations and reporting to management.
- Prioritize urgent issues and collaborating with IT and Security teams for service restoration and root cause analysis.
- Collaborate with various IT and Security teams to improve end user experience.
- Maintain technical ownership of support tickets, utilizing ZOLL’s ITIL ticketing system for documentation and escalation.
- Manage user expectations with proactive communication, and maintaining, analyzing, and troubleshooting end user hardware and peripherals.
- Perform hands on hardware support under the guidance of Infrastructure teams as needed.
- Participating in project teams and creating/updating team documentation and procedures.
- Ensure 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.
- Provide support and guidance to End User Service Analysts
- Stay current with information technology systems and industry trends.

**Required Education and Experience**
- 2+ years experience, ideally in a matrix organisation and ideally a relevant bachelors education
- ITIL, CompTIA+, Microsoft, HDI certification preferred
- Experience with ITSM tools like ServiceNow
- Proficiency in managing and troubleshooting different operating systems (e.g., Windows, macOS, Linux).
- Knowledge of networking protocols and configurations (wired and wireless)
- Ability to manage user accounts, including permissions and security settings
- Proficiency in remote troubleshooting and support tools such as TeamViewer.

**Knowledge, Skills and Abilities**
- Excellent customer service skills with the ability to convey technical information in user-friendly terms.
- Strong team collaboration skills to ensure effective End User Services operations.
- Proficient relationship, conflict management, and communication skills.
- Capacity to handle multiple tasks simultaneously with a sense of urgency.
- Proactive and punctual with efficient multitasking capabilities.
- Experience supporting enterprise-grade end user hardware as well as smart phones including iPhone, and Android models
- Knowledge of basic IT security practices and protocols
- Commitment to a training and development plan that involves passing certification exams

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