Global End User Support Analyst II

Global End User Support Analyst II

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.

What You’ll Do

• Provide first‑level technical support to end users via phone, email, and chat.
• Diagnose and resolve software, hardware, and network issues, ensuring timely resolution.
• Document technical problems and resolutions in the ticketing system.
• Collaborate with IT and Security teams to elevate and resolve complex issues.
• Maintain and update knowledge base articles, user documentation, and FAQs.
• Monitor and track service desk metrics to assess performance against SLAs.
• Assist in the implementation and improvement of IT support processes and tools.
• Perform root cause analysis on recurring technical issues to prevent future occurrences.
• Support end‑user device management, including provisioning, configuration, and troubleshooting.
• Conduct user training and onboarding sessions related to IT tools and best practices.
• Participate in IT projects involving system updates, rollouts, and process optimizations.
• Ensure compliance with IT policies, security guidelines, and best practices.
• Partner with Facilities Operations and the local managed office services provider to resolve Facilities and IT issues.
• Coordinate with Facilities, HR, and local leadership to support employee onboarding/offboarding, office access, and visitor technology needs.
• Use AI platforms, tools, and technologies to troubleshoot and resolve issues, and recommend or build self‑service solutions for common user problems.

Required Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1–3 years of experience in a technical support or help desk role.
• Experience with ticketing systems and remote support tools.

Preferred Education and Experience

• Certification in ITIL or a similar IT service management framework.
• Experience working in the software industry, particularly within SaaS environments.
• Exposure to Active Directory, Microsoft 365, and cloud‑based enterprise applications.

Skills, Knowledge, Abilities, and Behaviors

• Strong analytical and problem‑solving skills.
• Excellent verbal and written communication abilities.
• Proficiency in troubleshooting software, hardware, and network issues.
• Familiarity with Windows and Mac operating systems.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong customer‑service orientation with a focus on user satisfaction.
• Ability to work both independently and collaboratively within a team.
• High attention to detail and a methodical approach to issue resolution.
• Strong organizational skills and the ability to document processes and solutions clearly.
• Knowledge of incident management processes and best practices.
• Ability to adapt quickly to new technologies and evolving IT environments.
• Experience using enterprise collaboration tools such as Teams, Slack, or Zoom.
• Knowledge of cybersecurity best practices related to end‑user support.
• Ability to follow standard operating procedures and contribute to process improvements.
• Strong interpersonal skills for effective collaboration across departments.

Other Requirements

• Travel: 10–25%
• Work Authorization: Legally authorized to work in the country of the job location.

What We Stand For

Our global company celebrates and leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team‑oriented approach is at the core of how we operate and continuously improve our products, services, and systems.

Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status. We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.

Duck Creek is a leading provider of comprehensive P&C insurance software and services for insurers of all sizes worldwide. Employing progressive technology, our solutions enable insurers to optimize outcomes and enhance engagement through advanced digital and data capabilities and integrated functionality that can be delivered via the cloud or on premise.