IT End User Enhancement Specialist

18 hours ago

Las Vegas, United States Smart IT Frame LLC Full time

Role: IT End User Enhancement Specialist

Location: Las Vegas, NV



  • IT End User Enhancement Projects and Delivery
  • Assist in the delivery of IT end user enhancement projects to improve user experience and operational efficiency.
  • Coordinate project activities to ensure timely delivery, adhering to established timelines and constraints.
  • Process & Procedure Development
  • Aid in driving improvements in Helpdesk (HD) and Desktop Support processes to enhance service delivery.
  • Assist in developing and documenting control processes for existing and/or new systems.
  • Hardware Refresh
  • Support the management of hardware refresh initiatives, ensuring minimal disruption to end users.
  • Coordinate with vendors and internal teams to ensure smooth implementation.
  • Control Process Development or Change
  • Help develop or modify control processes to improve efficiency and compliance.
  • Ensure processes are documented, communicated, and followed consistently.
  • Vendor and Performance Metrics
  • Assist in developing metrics to measure vendor behaviors, performance, and drive changes.
  • Analyze vendor performance data to identify areas for improvement.
  • Training Development and Execution
  • Support the design and implementation of training programs for IT support staff and end users.
  • Ensure training materials are up-to-date and relevant.
  • System Verification (Testing)
  • Assist in system verification and testing to ensure new implementations meet requirements.
  • Identify and resolve issues during the testing phase.
  • Operational Transition Support
  • Provide support during the transition of new systems or processes into operational use.
  • Ensure a smooth handover and minimal disruption to services.
  • Desktop Support / HD Knowledge Management and Documentation
  • Maintain and improve knowledge management systems for desktop support and helpdesk.
  • Ensure documentation is accurate, up-to-date, and easily accessible.
  • SNOW Process Inspections and Ticket Audits
  • Conduct regular inspections of ServiceNow (SNOW) processes to ensure compliance.
  • Perform ticket audits to ensure quality and adherence to processes.
  • Audit Assistance
  • Assist with internal and external audits related to IT processes and procedures.
  • Provide necessary documentation and support during audit activities.
  • Call Quality Measurement and Analysis
  • Measure and analyze call quality for call center agents.
  • Develop strategies to improve call quality and customer satisfaction.
  • Call Center Agent and Call Center Metrics
  • Track and report on call center agent performance and overall metrics.
  • Identify trends and provide recommendations for improvement.
  • Survey Evaluation
  • Analyze survey data to gauge end user satisfaction and identify areas for improvement.
  • Implement changes based on survey feedback to enhance user experience.

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