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IT Support Analyst [ITIL & SCCM]

  • Provides technical support of all facets of the EUC, Wintel and software distribution services via on phone IVR.
  • Tech support related to some common issues include - accounts disabled, authentication, Network & Wi-Fi, Desktop, Security, Remote working, BIOS, O365, Application support across hundreds of apps in production.
  • Represents the service(s) across the organization
  • Accountable for the successful resolution of medium and low problems
  • Understands the end-to-end (E2E) technical service(s) including dependent components and infrastructure
  • Collaborates with Workplace SMEs\Architects to ensure that projects handed to Workplace are delivered in accordance with stated strategic and tactical objectives.
  • Identifies opportunities to drive efficiency through automation
  • Contribute to the tracking and reporting against agreed service KPIs, SLAs, Service Health and the contractual obligations of 3rd party Service Providers.
  • Drive continuous technical improvement to the service ensuring Security and Architectural standards are adhered to.
  • Maintains a high level of knowledge relating to the nominated service including roadmaps, pre-release features and the 2nd level impacts when considering implementation in the environment.
  • Maintains knowledge and understanding of the wider Workplace portfolio and identifies opportunities to leverage complementary technologies to drive efficiency through effective consumption of existing toolsets.
  • Contributes to the technical governance of service management processes including, incident, problem, change, configuration, capacity, continuity (DR), availability, asset, monitoring and alerting
  • Collaborate with 3rd party service providers, project services and service management to ensure high quality and successful transition of all service(s) changes
  • Ensure adequate communication, knowledge sharing and issue resolution across delivery and support teams
  • Stakeholder Management & management of stakeholder expectations
  • Ensure appropriate data quality controls are in place across the portfolio
  • Providing technical support for a business-critical function ensuring service stability, resolution of incidents within SLA and driving efficiency within the service.
  • 2-4 years experience delivering technical support and development services to large scale enterprise deployments of SCCM, Altiris, InTune.
  • Experience implementing and managing large scale upgrades in SCCM technologies and toolsets.
  • Experience implementing and managing Base Operating Environments (BOE) and SOE
  • 2+ years experience delivering workplace services in an enterprise environment.
  • Experience in AD support and implementation
  • Experience (2+ years) experience delivering service in an enterprise ITIL environment
  • 1-3 years designing, building, managing and administering large scale Wintel environments with knowledge in software distribution and patch management is desirable
  • In-depth understanding of the security challenges in complex EUC environments
  • In depth understanding, and practical experience of application and OS deployment using System Centre tools including cloud based monitoring\management
  • Understanding of Azure and AWS based workloads.
  • Strong awareness and understanding of hardware, networks, software technologies and applications
  • Relevant industry certifications desirable.
  • Strong business communication and interpersonal skills
  • Proven ability to remain flexible to deliver business outcomes
  • Tertiary qualification in a Technology discipline or related field
  • Proven experience in coordinating multiple stakeholders and 3rd parties to deliver successful outcomes in a time sensitive environment
  • Knowledge and understanding of industry trends and technology
gurgaon, HR, IN