Desktop MEDM Operations Analyst

Technical troubleshooting, problem investigation and user query resolution for Desktop product
Manage stakeholders and vendors across Novo Nordisk for Desktop as L2 analyst. Co-ordinate on Incident, problem, Change and Service Request Creation of ServiceNow reports for incident/service request trending

Main job tasks:

• Operations of Desktop service and allied services such as MECM and MS Intune.

• Communication related to changes on all platforms like email, MS Team channel, Yammer, etc.
• Documenting Operations, maintenance manual related to compliance, process, SOPs, etc.
• Basic Technical troubleshooting, problem investigation and user query resolution for Desktop like Image Management and distribution, Software Deployment, GPO/CSP Management
• Monitor and respond to incidents and service requests on all support channels of Desktop.
• Represent Novo Nordisk as Incident Manager for Incidents and Requests coming in the Desktop service.
• Coordinate with stakeholders during Major Incidents
• Create Incident and Service request reports from ServiceNow on the relevant Assignment groups
• Provide any other relevant platform reports (AD, MECM, Intune) as and when required
• Manage stakeholders and vendors across Novo Nordisk for Desktop as L2 analyst.
• Coordinate and manage weekend maintenance activities with stakeholders and communicate accordingly
• Co-ordinate and test including UAT (updating drivers, patching activities etc.)
• Scope of Authority:
• Give Inputs in day-to-day operations/incident management in liaison with Service Manager and Service Architect.
• Delegated responsibilities and tasks from Product Owner, Service Manager and Service Architect such as access approvals, On behalf of them.
• Other areas of responsibility:
• Employee expected to act independently to ensure all aspects of meeting quality levels on service use