IT End User Services Analyst

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don't just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level. 

Why Vertiv? 

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward. 
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it's about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture. 
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you'll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to inclusion ensures that all employee's unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated. 

JOB SUMMARY:

The End user computing (EUC) team's responsibilities are providing the necessary IT hardware and software for Vertiv internal and external customers and supporting these during their lifecycle.  Hardware (HW) includes desktop, laptop, printer, mobile phone, and peripherals.  Software (SW) includes Vertiv's Standard Operating Environment (SOE).  IT support also involves connectivity between HW/SW and the network.

JOB RESPONSIBILITIES:

• Provide IT support for internal and external end-users in PH and Southeast Asia sites (Thailand, Vietnam, Korea, Pakistan, Cambodia, Myanmar). Responsible for troubleshooting system/machine problems related to PC hardware, software, operating systems, and business applications. Serve as escalation for ServiceDesk.
• Build, configure, re-image, setup, update, repair, upgrade and maintain end-user computing devices (computers and mobile devices) to meet Vertiv's compliance and security policies.
• Responsible for monitoring ServiceNow incident and catalog request tickets and resolving within a reasonable amount of time, ensuring SLA are met.
• Coordination with relevant parties (external vendors-warranty claims/contractors) and internal teams (other IT towers) to accomplish assigned tasks.
• Extend shift hours to support high-priority incident tickets, backup to members on leave and perform other duties or ad hoc tasks that Vertiv IT management may require.
• Participate and commit to delivering team projects local/regional/global
• IT asset disposal - sorting, and boxing of the IT peripherals, accessories, desktops, and laptops for disposal. Removal of a long-term asset from the company's records.
• Documentation - updating ServiceNow/Team records/registers, creating user guides, updating Standard Operating Procedures (SOP) 
• Keeping up to date with relevant technologies

JOB QUALIFICATIONS:

• Bachelor of Science in Computer Science
• In-depth knowledge of Microsoft Windows client operating systems, 11, 10, 8, 7 / Windows & Microsoft Office up to Office 365 Suite.
• Experience with Microsoft Active Directory software tools
• Considerable networking experience in TCP/IP, Ethernet, cabling, switch and router basics, WIFI, VPN 
• Hardware troubleshooting and issue resolution of computers, mobile phone, printers and other peripherals
• Software installation and issue resolution
• Use of different types of remote-control software for remote troubleshooting
• Experience in ticketing system such as ServiceNow or other Help Desk platforms
• Customer-minded personality and always striving to deliver great and positive customer experience 
• Team player, ability to work well in a team environment at all levels 
• Problem solver, ability to solve complex problems and identify root cause
• Proficient in verbal and written communications. Also, able to communicate complex IT issues to non-technical
• Can work under effectively under pressure and with minimal supervision

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities. 

OUR CORE PRINCIPALS: Safety.  Integrity. Respect.  Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES 

• Customer Focus
• Operational Excellence 
• High-Performance Culture 
• Innovation
• Financial Strength 

OUR BEHAVIORS

• Think Big and Execute 
• Act With Urgency 
• Own It
• Drive Continuous Improvement 
• Promote Transparent and Open Communication 
• Learn and Seek Out Development 
• Foster a Customer-First Mindset 
• Lead by Example