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