End User Lead- Mumbai

Job Location: Mumbai -Malad West (Client office)

Respond to user requests for service; troubleshoot incidents and problems, develop solutions; make minor repairs to equipment and arrange for other service needs as appropriate

• Able to troubleshoot hardware/software issues with laptops and tablets

• Knowledge of AD, AAD & Windows 10,11

• Inventory Management

• Deskside and white glove support experience

• Knowledge of Intune would be a big plus.

• Manage the day-to-day incidents and service requests resolving them promptly utilizing the ITSM tool of

record

• Install and support Microsoft Office applications and Office 365 software and additional approved, as

needed, software

• Perform basic PC, network, and mobility troubleshooting

• Support with creating, editing, and maintaining user accounts, permissions, and passwords in

Office365/Azure.

• Ability to work with Service Delivery and L3 Senior Engineers to solve the incident/request and interpret

complex solutions and fixes.

• Ability to identify problems and proactively suggest ways to improve processes as applicable

• Contribute to Knowledge Base content in line with writing styles and content guidelines

• Create / Maintain / appropriate User Guides and publish updates as needed