EUC Support Executive - SBI Securities

Role & responsibilities Respond to user requests for service; troubleshoot incidents and problems, develop solutions; make minor repairs to equipment and arrange for other service needs as appropriate Able to troubleshoot hardware/software issues with laptops and tablets Knowledge of AD, AAD & Windows 10,11 Inventory Management Deskside and white glove support experience Knowledge of Intune would be a big plus. Manage the day-to-day incidents and service requests resolving them promptly utilizing the ITSM tool of record Install and support Microsoft Office applications and Office 365 software and additional approved, as needed, software Perform basic PC, network, and mobility troubleshooting Coordinate with Users for Asset reconciliation. Handling tickets and following till closer. Maintain asset inventory. Support with creating, editing, and maintaining user accounts, permissions, and passwords in Office365/Azure. Ability to work with Service Delivery and L3 Senior Engineers to solve the incident/request and interpret complex solutions and fixes. Ability to identify problems and proactively suggest ways to improve processes as applicable Contribute to Knowledge Base content in line with writing styles and content guidelines Create / Maintain / appropriate User Guides and publish updates as needed Automation of Deployment of application and patching Preferred candidate profile Adhere to existing policies and procedures and enforce them within the team Perform in an environment that may include frequent changes, delays, or unexpected production outages Follow instructions and respond to management direction Actively participate with and direct teams, including the Incident Management team, to identify the root cause of incidents Address escalations and ensure communications are distributed accordingly Capture and report weekly and monthly operations metrics Knowledge on EUC hardware technologies like DELL / HP / Lenovo etc..