End User Support Professional

NEC Software Solutions

3 - 5 years

20 - 25 Lacs

mumbai

Posted:1 week ago| Platform:

Apply

Skills Required

it services application packaging application support active directory healthcare incident management information technology remote support technical support financial services

Work Mode

Work from Office

Job Type

Full Time

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
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.

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

NEC Software Solutions

Information Technology

London

Login to

Please Verify Your Phone or Email

Confirm Action

End User Support Professional