End User Support Job at NEC Software Solutions (Mumbai)

Job Description

The End User Support analyst provides a point of communication to the users and a point of coordination for several IT groups and processes. 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.

Job Responsibility

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
Manage service to a large internal staff as well as customer staff, work within contracted SLAs and delivering best in class services to customers
Log all the calls that come into the Service Desk via e-mail, telephone and Internal Portal
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

Requirements

Related Bachelor’s Degree (IT) –OR– IT Experience
Total IT Experience: 1-2 years
Infrastructure Support, End User Support background
ITIL Foundation Certification Preferred but not Mandatory
EXCELLENT Communication Skills
ability to understand UK accents quickly
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
Hands-on experience in Windows (1+ years)
Hands-on experience in Active Directory (1+ years)
Hands-on experience in Knowledge on M365 Intune (1+ years)
Hands-on experience in Intune Application Packaging (1+ years)
Hands-on experience in End User Support (1+ years)
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
Hands-on experience in Monitoring tools (1+ years)
Hands-on experience in Windows troubleshooting (1+ years)

Nice to have

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
ITIL Foundation Certification Preferred but not Mandatory

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