IT Support Analyst - ITIL and 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

KEY CHALLENGES:

Providing technical support for a business-critical function ensuring service stability, resolution of incidents within SLA and driving efficiency within the service.

MANDATORY TECHNICAL SKILLS

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

Company
ANSR Accelerator

Posted
07/08/2022

Location

gurgaon, HR, IN

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