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End User Services, Support Analyst
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**End User Services, Support Analyst**
Are you passionate about solving technical challenges? Do you enjoy helping users navigate through their day-to-day tech hurdles? If so, we have a thrilling opportunity for you
Schroders, a leading global asset management firm, is seeking a skilled and enthusiastic Level 2 Support professional to join our dynamic IT department. In this role, you'll be the go-to person for our users, supporting them with their daily technical challenges and ensuring a seamless tech experience.
But that's not all You'll also have the unique opportunity to interact with a diverse range of users from different countries and cultures, and across various levels of our organizational hierarchy. This role is as much about people as it is about technology. You'll be at the heart of our operations, making a real difference every day.
If you're looking for a role where you can combine your technical know-how with your love of helping people, and do so in an environment that's diverse, inclusive, and truly global, then look no further. Your next big career move is right here
**About Schroders**
We’re a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.
We have around 6,000 people on six continents. And we’ve been around for over 200 years, but keep adapting as society and technology changes. What doesn’t change is our commitment to helping our clients, and society, prosper.
**Experience the Vibrant and Inclusive Environment of our End User Services Team in Luxembourg**
Joining our End User Services team in Luxembourg means becoming part of a global family. We are a close-knit, easy-going team that forms a vital part of a larger, worldwide network. We proudly support users not just in Luxembourg, but across various countries in EMEA, ensuring they have the technical assistance they need, when they need it.
Fostering constant interaction and information exchange with our counterparts in different locations ensures that we are always learning, growing, and improving, both as individuals and as a team.
One of the things we cherish most about our team is its diversity. We truly believe that everyone has something unique and valuable to bring to the table, and we encourage all team members to share their experiences, knowledge, and perspectives. This open environment not only enriches our team culture, but also leads to innovative solutions for our users. Every voice matters, every idea is considered, and every team member is valued. We are committed to creating a workplace where everyone feels included and can perform at their best.
**What you will do**
- Provision of End User Support, providing a focal point for all incidents, problems and change requests.
- Responsible for continuous review of the local services, continually improving and increasing customer satisfaction and delivering an outstanding customer experience.
- Responsible for providing our customers world class service face-to-face.
- Proactively seek Continuous Service Improvement and shift left opportunities.
- Build a professional working relationship with other GT teams to ensure shared services are delivering as expected.
- Responsible for EUS hardware management including audit, ensuring life cycle process of assets are followed.
- Identifying opportunities to improve the service and build an amazing TechBar experience that delights the customers.
- Ticket queue management ensuring KPIs are met, and escalations are managed to a successful conclusion. Proactive management of aged tickets and requests.
- Local user acceptance testing for new/changed technologies, ensuring issues are followed through to resolution.
- Active participation in new technology programmes to ensure familiarity and highlighting challenges.
- Delivery of service in line with agreed ITIL based process, including formal change, incident, problem, and asset management processes.
- Responsible for end-to-end ownership, investigation and resolution of incidents, requests, and queries, maintaining customer focus and communicating clearly and regularly.
- Responsible for customer satisfaction following up on any negative feedback, putting plans in place to prevent re-occurrence.
- Awareness of GMCs and VIPS, proactively maintaining personal knowledge and any changes within the senior leadership team and provide “white glove” service.
- Provision of services to fast paced, high demands from our customers whilst maintaining quality.
- Provision of warm, courteous, and prompt service to our customers and deliver seamless “world class” experience, leaving a positive impression.
- Help deliver on the vision of “making a difference every day” by improving our processes and procedures, codifying them in Knowledge Articles so that others can immediately benefit from the improvements.
- Demonstrate a controls m
