Information Technology Support Specialist

About the Role

Improve IT support efficiency by identifying and eliminating repetitive manual support activities. Automate common Service Desk and End-User Support processes to reduce ticket handling time and improve user experience.

Responsibilities

• Experience- 8 - 15 Years
• Design and implement automation across workplace services including:
• Service request fulfilment
• Device provisioning and lifecycle management
• Identity and access management
• Endpoint remediation and self-healing
• Software packaging and deployment
• Employee onboarding and offboarding
• Develop self-service support capabilities and automated request fulfillment workflows.
• Introduce proactive endpoint monitoring and automated remediation to reduce user-impacting incidents.
• Drive shift-left support strategies by improving knowledge base content, standard operating procedures, and self-help solutions.
• Support and optimize Digital Workplace platforms including:
• Microsoft 365
• Microsoft Teams
• Outlook
• Exchange Online
• Intune
• Windows endpoints
• Collaboration tools
• Reduce ticket backlog and recurring incidents through root cause analysis and operational improvements.
• Improve first-call resolution and support response times through tooling optimization and workflow enhancements.
• Coordinate with Infrastructure, Security, Network, and Application teams for major incidents and operational escalations.
• Monitor workplace service health, user experience metrics, and operational dashboards to proactively address issues.
• Standardize support processes, escalation procedures, and endpoint support practices across teams.
• Lead continuous improvement initiatives for End User Computing (EUC) and Digital Workplace support services.
• Support implementation of AI-assisted support tools, chatbots, and intelligent ticket routing capabilities.
• Ensure operational documentation, asset records, support runbooks, and knowledge articles remain current and accurate.
• Mentor L1/L2 support engineers on troubleshooting practices, operational processes, and automation-driven support methodologies.
• Contribute to operational reporting, SLA tracking, and leadership updates related to support performance and workplace operations.