IT End User Services Analyst

POSITION SUMMARY

Provides 1st and 2nd level IT support to Vertiv users at the E&I Ras Al Khaimah facility as part of the EMEA End User Computing team. Manages and administers IT infrastructure and systems in alignment with local business needs and global corporate policies. Responsibilities include hardware and software configuration, maintenance, user training, documentation, and IT equipment procurement. Contributes to global IT projects focused on service enhancement and new technology implementation, while recommending continuous improvements. Maintains up-to-date technical knowledge through training and reports directly to the Regional IT Manager.

RESPONSIBILITIES

User Support & Issue Resolution

• Provide 1st and 2nd level IT support to Vertiv employees, ensuring timely resolution of incidents beyond the Service Desk’s scope.
• Troubleshoot, diagnose, and resolve hardware and software issues proactively and efficiently.
• Respond to service desk tickets, outages, and user requests via phone, email, or incident management tools, ensuring accurate ticket tracking and escalation.
• Deliver on-site, hands-on support for IT project implementations and urgent technical issues.
• Provide user training, onboarding support, and consult employees on the effective use of existing technologies.

IT Operations & Infrastructure

• Install, configure, and maintain hardware, software, and workstations in compliance with corporate standards.
• Perform basic administration of Active Directory, file server access rights, and user network accounts.
• Manage and maintain network access, antivirus protection, client/server systems, and hard-drive encryption.
• Implement security updates, OS and software installations, and monitor critical IT systems for performance and uptime.
• Support cable management, hardware setup, and network/phone service wiring as needed.

Asset & Inventory Management

• Support hardware/software asset management and spare stock control.
• Assist in PC replacement programs and emergency hardware exchanges.
• Identify, prepare, and coordinate disposal of obsolete IT hardware.
• Organize repairs with authorized service partners and manage procurement of IT equipment and services.

Governance & Compliance

• Ensure strict compliance with corporate security, data retention, and confidentiality policies.
• Maintain thorough documentation, clear communication, and high customer satisfaction across all IT support activities.
• Collaborate with global IT teams and adhere to End User Services designs and global standards.

Planning & Project Support

• Contribute to planning and execution of the annual IT operating plan and budget.
• Make informed recommendations on IT equipment needs based on evolving business requirements.
• Assist in the infrastructure planning and coordination for new and existing office locations.
Participate in global IT initiatives, supporting service improvement and new technology rollouts.

QUALIFICATIONS

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• Minimum 1–3 years of experience in IT support or similar technical roles
• Experience with IT Service Management tools (e.g., ServiceNow, LogMeIn, or equivalent)
• Hands-on experience with desktop OS deployment, MDM solutions, and software distribution tools (e.g., LANDesk, SCCM)

Technical Skills

• Strong proficiency in Microsoft Windows client and server operating systems
• Good knowledge of network infrastructure principles, protocols, and basic troubleshooting
• Skilled in installation, configuration, and maintenance of IT hardware and software
• Advanced user of Microsoft Office applications, particularly Excel, Word, and PowerPoint
• Familiarity with Active Directory, user account management, and IT security best practices
• Certifications such as Microsoft, Cisco, or ITIL (preferred but not mandatory)

Soft Skills

• Excellent verbal and written communication skills
• Strong customer service orientation with empathy, courtesy, and responsiveness
• Effective problem-solving skills with adaptability, analytical thinking, and persistence
• Strong time management with the ability to prioritize tasks and multitask effectively
• High attention to detail with a focus on accuracy and thoroughness

Other Requirements

• Proficiency in English (spoken and written)
• Valid driver’s license
• Willingness to travel or provide on-site support when required