End User Support

Requisites

Education:

Related Bachelor’s Degree (IT) –OR– IT Experience

Experience (years):

• Total IT Experience: 1-2 years

Industry / Technology background:

Infrastructure Support,  End User Support

Location:

Mumbai

Working Hours:

24/7 Shifts,  Full Time UK hours

[Standard Rave] Pre-employment checks:

Required

Duties to be performed:

• The End User Support analyst provides a point of communication to the users and a point of coordination for several IT groups and processes
• To restore “normal service” to the users as quickly as possible
• Ensuring that all change/project work is delivered on time and to budget
• Using technical skills and logical approach to proactively manage all elements of the supported Infrastructure and ensuring high levels of service availability
• Proactive monitoring of Key systems and support tools
• Enroll, configure, and manage devices using Microsoft Intune
• Develop and deploy mobile device management (MDM) and mobile application management (MAM) policies
• Monitor and troubleshoot Intune-related issues and provide resolutions
• Ensure device compliance with company policies and security standards
• Proactive maintenance of systems, installing patches, upgrades etc
• Providing customers with high level technical consultancy 
• Specialising in the configuration and support of Windows OS (Servers/ Desktop) systems and back office applications
• Ensure compliance with all documented procedures
• Be able to work on the Office premises for minimum of 8.5 hours during assigned shift timings or more if the work demands
• Be a part of the 24X7 shift rotation (If Required)
• Get involved in any other business activities as required

Overall Project/Task description

Day-to-Day Operation:

As a End User Support Analyst, you will be required to manage service to a large internal staff as well as customer staff, work within contracted SLAs and delivering best in class services to customers. You will be required to log all the calls that come into the Service Desk via e-mail, telephone and Internal Portal. You must have specialization in MS Windows and Ubuntu Linux (for desktop) technology. Working within the ITIL process guidelines you will be responsible for technical support using Incident Management, remote support and monitoring as well as reducing the number of incidents logged through proactive management.

• To allocate categorisation and prioritisation levels in accordance with requirements
• Troubleshoot and resolve hardware, software, and network-related issues
• Assist users with M365 applications including Outlook, Teams, OneDrive, SharePoint, and other Office applications
• To provide Level 2 investigation and diagnosis where applicable via phone, email, and in-person
• To resolve those incidents/service requests classified as M365 user accounts, groups, licenses, security policies and compliance requirements, Application related tickets, etc
• To keep users informed of progress (especially post SLA breach)
• To accurately document the cause of the issue and troubleshooting steps before resolving the call or forwarding to the next level engineer
• To accurately close (using closure codes),  all resolved incidents, requests and other calls in a timely manner, especially at month end
• To contribute to team meetings

Certifications/Work Experience

Certifications:

ITIL Foundation Certification Preferred but not Mandatory.

Essential:

• EXCELLENT Communication Skills; ability to understand UK accents quickly and leverage this to successfully fulfil role.
• Experience in Microsoft 365 office Applications and Microsoft Windows Operating Systems.
• Must be able to provide support for both Hardware and software.
• Excellent Keyboard Skills.
• Good interpersonal skills, telephony, communication.
• Must be a good team player.
• Must possess excellent Communication Skills both Face to Face and on the Telephone.
• Must have the ability to work as part of a Team and equally, on their own.

NO OF POSITIONS: 1

Technologies

Hands-on

Experience (Years)

Priority

Windows

1+

1

Active Directory

1+

2

Knowledge on M365 Intune

1+

1

Intune Application Packaging

1+

3

End User Support

1+

1

Desirable:

• Previous I.T. End User Support experience is preferred.
• Exposure to Onshore clients in an Onshore/Offshore delivery model.
• Hands on experience in application support is preferred

Technologies

Hands-on

Experience (Years)

Priority

Monitoring tools

1+

2

Windows troubleshooting

1+

1

Excellent Communication Skills required.