Collaboration Support Analyst

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Key Responsibilities/Outcome:

• Responsible for analyzing, troubleshooting, providing solution for issues on Collaboration tools and services to our end users

• Answers complex questions about users need and their issues

• Apply basic to advance diagnostic techniques to identify problems, investigate causfes and recommend solutions to correct common failures.

• Escalates complex problems to higher level of expertise within organization.

• Communicate or coordinate with the user and the resolver teams, suppliers and other departments within the organization to ensure best service to the end users.

• Change management – execution, feedback

• Contributes to the continuous improvement

• Demonstrate intermediate problem-solving skills and efficient troubleshooting skills

• Plan, develop, and lead interactive training sessions within the team.

• Play an active role in training the team members on process-related issues.

• Implement technological changes to enhance support functions.

• Working knowledge on Exchange Online, SharePoint, Power Platform, PowerShell, Teams, Security and Compliance

• Working knowledge on ticketing tools in the current market such as Service-Now.

• Certification will on any field will be an added advantage.

Must have skills : Exchange Online, SNOW, Teams admin, M365 admin center, Security & Compliance admin

Good /Nice to have skills: Mimecast, SharePoint Online, PowerShell Scripting, Active Directory

Competences required

• Able to communicate effectively, with internal or external teams, in written and oral format

• Listens to constructive feedback and incorporates suggestions to achieve collective objectives

• Soft skills

• Excellent written, verbal, and interpersonal skills

• Self-motivated and be able to produce and perform with minimal supervision as well

• Curiosity

• Rigor, well organized

• Ability to take decisions

• Must be able to deal with stakeholders, to challenge (Michelin teams or Providers)

• Ability to quickly adapt to changes Creative, thinking outside of the box, eager to learn and truly committed to the success of the company