Consultant

Job description:

Resource with 8-10 years of experience on managing O365 track.

Responsibilities would typically include:

Advanced Troubleshooting and Support:
Investigating complex issues related to Office 365 applications and services.
Providing L2/L3 support for end users experiencing problems with O365 tools and features.

Technical Expertise:
Proficiency in Microsoft Office 365 applications and tools.
Troubleshooting and resolving issues related to Exchange Online, SharePoint, OneDrive, Teams, and other O365 services.

User Training and Education:
Training and educating end-users on O365 capabilities and collaboration tools (such as OneDrive, Skype, OneNote, and Outlook).

User Management:
Developing and managing user accounts, groups, and licenses within the O365 environment.
Ensuring smooth user onboarding and offboarding processes.

Security Implementation and Maintenance:
Implementing and maintaining security measures to safeguard data and applications.
Configuring security settings, access controls, and compliance policies.

Compliance Adherence:
Ensuring the organization complies with regulatory requirements.
Managing data retention policies and legal holds.

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations orL3 level support and doing incident and problem management
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.