IT End User Services Analyst

Position Summary
JOB DESCRIPTION

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.

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