Nexthink

Role and Responsibilities

This role is required to:

• Provide quality support with a high degree of customer service, technical expertise and timeliness.
• Must be an excellent communicator with responsibility of interacting with business, other technology teams and third-party managed service providers.
• Working knowledge in Service Desk environment which includes and not limited to Windows OS troubleshooting, Software/App troubleshooting, Services, Hardware etc.
• Perform periodic EUC/DWP data analysis to identify top volume drivers, root causes that can be automated/scripted.
• Ensure that tool versions are kept current per OEM and business recommendations
• Work hand in hand with respective VDU leads for data identification and SOP documentation
• Work closely with developers to get the required scripts created and implemented
• Collaborate with all EUC/DWP teams to gather inputs data analysis and scripting opportunities identified to reduce the cycle time or automate the workload
• Perform periodic audits and conduct assessments for the tools in scope and identify the areas of improvement
• Closely monitor dashboards and tool usage.
• Inform respective teams about any trends observed while monitoring and get the same actioned.
• Conduct lunch & learn sessions and weekly walkthroughs for business and HCL teams to increase tool adoption

Qualifications and Education Requirements

• Proficient with any market leading Unified eXperience Management (UXM) solutions like Nexthink, Aternity, Systrack, 1e Tachyon, Control Up etc.
• Minimum 5 years of experience in Infrastructure Technology
• Minimum 3 years of experience in delivering EUC/DWP services.
• Hands-on/ exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Yellow.ai Moveworks, etc.
• Should have worked and be open to work in a 24x7 environment.
• Ability to communicate effectively with end users, business owners, developers and various levels of management.
• Excellent written and verbal interpersonal skills including demonstrated ability to consolidate data to provide easily understandable deliverables
• Comfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet evolving business requirements
• Thorough understanding of End user Compute portfolio and products with the ability to deliver detailed technical documentation.

Preferred Skills

• Technical Skills required including but not limited to
• Basic understanding SCCM
• Basic understanding of Microsoft Windows, Apple Macintosh design architecture and deployment methodologies
• Basic Understanding of active directory
• Basic Understanding of Citrix and other remote/virtual desktop technologies
• Basic understanding of SQL
• Basic understanding of PowerShell or any other scripting language
• Hands on experience on Microsoft Excel and PowerPoint
• Hands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc.