End User Support Analyst

Role Overview: As an End User Support Associate at Ciena, you will play a crucial role in delivering exceptional IT support services to the local office and Ciena's global workforce. Your responsibilities will include managing user expectations, taking ownership of issues, documenting service requests accurately, assisting new employees with computer setups, and participating in global projects to maintain security and productivity across the organization. You will also be responsible for identifying process improvements, building collaborative relationships, and supporting technical documentation and training materials. Key Responsibilities: - Deliver exceptional IT support services to the local office and Ciena's global workforce. - Manage user expectations with outstanding people and customer service skills. - Take full ownership of issues, ensuring timely resolution and effective communication throughout. - Record, update, and document service requests accurately in ServiceNow. - Assist new employees with computer setups and resolve issues preventing productivity. - Partner with customers to enhance their technology use and create a robust self-service model. - Participate in global projects to maintain security and productivity across Ciena. - Identify and recommend process improvements to optimize service delivery. - Build collaborative relationships with peers and leadership to foster teamwork. - Balance urgent service requests with routine daily activities efficiently. - Support technical documentation, training materials, and troubleshooting techniques to elevate team skills. Qualifications Required: - Solid understanding of networking fundamentals. - Exceptional oral and written communication skills. - Ability to engage with new people, initiate conversations, and relay information effectively. - Proven multitasking skills in a fast-paced environment. - Previous IT support or customer service experience is essential. - Expertise in troubleshooting computer-related hardware and software. - Openness to coaching and training with a commitment to professional growth. - A passionate and driven attitude to excel in the role. - Availability to work 100% in-office.,