Asst. Analyst, End User Exp. Engineer

The Assistant Analyst supports the implementation, maintenance and basic troubleshooting of EBRD’s platforms and software solutions. The Assistant Analyst completes assigned tasks with guidance from within the Squad. The role involves learning from others and applying basic knowledge of systems and tools. They contribute to the Squad’s work by assisting with routine coding or infrastructure tasks under supervision.

Accountabilities & Responsibilities

• Simplify to amplify: Working within a squad or team, the Analyst questions complexity within their role and focuses on simplifying their tasks. The Analyst adopts a "good enough is better than perfect" mindset.
• Act decisively, commit fully: The Analyst makes decisions on their day-to-day tasks swiftly and commits fully. The Analyst adopts a continuous learning mindset and contributes and aligns with team decisions.
• Listen well and speak up: The Analyst demonstrates openness and is comfortable sharing their questions and ideas with team members, demonstrating their commitment to a continuous learning and growth mindset.
• Collaborate smartly: An active member of a squad, the Analyst demonstrates a highly collaborative approach, contributing to the collective success of a team.
• Engineering Excellence: The Analyst will bring a continuous learning mindset to enable measurable improvement of technical skills, working with experienced colleagues to embed and embrace best practices and coding standards.
• Agile Ways of Working: The Analyst will embrace Agile Ways of Working with a willingness to learn, adapt, seek feedback and use experimentation to enhance processes and our IT services.
• Managing cost and budget: The Analyst will use the appropriate tooling to track time and effort, ensuring that work is done in the most efficient ways possible.
• Quality at our core: The Analyst takes ownership and responsibility for all they do, ensuring that all work meets expected levels of performance and quality.
• Secure First: The Analyst is aware of the fast-moving cyber threat landscape and understands that it is part of every team member's responsibility to take a 'secure first' mindset.

End-User Experience

• Supports basic troubleshooting activities across laptops, desktops, mobile devices, and peripherals across Windows, iOS and Android, following established service guidelines.
• Manages hardware repairs, upgrades, imaging and device lifecycle tasks, working alongside senior technical staff.
• Logs and manages tickets in ServiceNow, maintaining clear user communication and accurate documentation.
• For complex issues or customer escalations, supports senior engineers, collaborating to resolve issues and enhance service quality.
• Supports the development of a customer‑centric culture, ensuring positive user engagement and continuous improvement in service delivery.

Knowledge, Skills, Experience & Qualifications

• Educated to degree level or possesses equivalent practical experience in a relevant discipline.
• Working knowledge of end‑user support, including devices, applications, AV, Microsoft 365, Windows/macOS, and mobile platforms.
• Familiarity with network, security, and recovery fundamentals.
• Experience with maintaining accurate asset records and lifecycle tracking.
• Demonstrates problem‑solving and analytical skills, with the ability to recognise recurring issues.
• Experience building positive stakeholder relationships, showing strong interpersonal skills.
• Good written and verbal communication with experience in adapting style for technical and non-technical audiences.
• Experience working collaboratively in a multicultural environment with supervision.
• Fluency in written and spoken English; additional languages are advantageous.
• Awareness of IT security policies, data protection, and compliance principles.
• Certifications such as ITIL Foundation, Microsoft, or CompTIA A+ are desirable.

What is it like to work at the EBRD?

Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in.

The EBRD Environment Provides You With

• Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts.
• A working culture that embraces inclusion and celebrates diversity.
• An environment that places sustainability, equality and digital transformation at the heart of what we do.

Diversity is one of the Bank’s core values which are at the heart of everything it does. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their background. As an inclusive employer, we promote flexible working and expect our employees to attend the office 50% of their working time.