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End User Support Job Family

Individuals within the End User Support career progression respond to client requests by diagnosing and resolving problems that fall within defined guidelines and escalating more complex problems to other technical support teams and/or outside vendors. These individuals work with clients in a variety of settings which may include providing phone or email support remotely from a central location, as well as providing desk side support.

Main responsibilities include responding to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems and, if necessary, escalating the problem to the appropriate level of expertise. In addition, End User Support professionals monitor and manage client satisfaction metrics such as service level agreements (SLAs). On an ongoing basis, they work to improve customer support processes and practices. Individuals assist in the evaluation of new products and technologies, and the definition of desktop standards. In some instances, End User Support professionals negotiate service agreements with client groups, perform needs analysis based on trends in team metrics, and identify opportunities for using information technology to meet client business objectives. Furthermore, they may also negotiate and manage contracts and relationships with outside service vendors.

Individuals in this job family require an understanding of the foundation architecture, hardware, and software used by the organization. They require a strong customer focused orientation to ensure that client needs are addressed and resolved in accordance with service level agreements.

Career Ladder Position descriptions

End User Support Analyst
Senior End User Support Analyst
Lead End User Support Analyst
Senior Lead End User Support Analyst
Chief End User Support Analyst

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