User Support

As an END user support at Birlasoft, your role involves resolving technical issues and requests onsite that remote functions are unable to address. You represent the Technology team in onsite incident, problem management, projects, and software delivery. Building relationships with international support teams, consulting with local business and senior leadership, and driving local optimization efforts are key aspects of your responsibilities. **Key Responsibilities:** - Analyze and resolve information system issues related to the desktop computing environment, network applications, production applications, and hardware. - Build and deploy Windows, Mac, or other hardware for new joiner laptops and laptop upgrades. - Support and assist users with JML (Joiner, mover leaver) process. - Ensure all logged tickets are consistently acknowledged, prioritized, investigated, owned, and resolved within agreed targets as defined in the Service Level Agreement (SLAs). - Build relationships with international support teams to create a cohesive support team. - Assist senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc. - Drive local optimization efforts by identifying service issues and implementing improvements through automation, self-service, and other measures. - Support audits related activities alongside other tech functions and business. - Provide technical support for local applications where applicable alongside other tech or business teams. **Qualification Required:** - Excellent technical knowledge in all key areas of EUS technologies such as Windows and Mac OS, Microsoft Office 2016, Office 365 & Teams, iOS and Android devices, hardware and peripherals, and mobile devices. - Skills in call management systems, especially Service Now, Teams conferencing and enterprise voice, audiovisual systems, SCCM, basic network skills, and ITIL certification. - Experience working in an international environment. In addition to technical expertise, as an END user support, you should have excellent communication skills, ambition, articulateness, excellent customer service skills, a well-presented demeanor, ability to stay calm under pressure, organized approach to work, ability to manage multiple tasks simultaneously, positive and adaptable attitude, and a collaborative work style. Proficiency in the English language is also required for this role.,