End User L1

JOB Description For End User Management –VIP
Customer Name JCB

LOCATION Ballabhgarh

DOMAIN EU Support

Level (L1/L2/L3) L2 - Required Relevant Domain

Experience
3-4 years

Job Type (Onsite/Remote) Onsite

Shift details (General/ 24X7) General shift

Qualification Graduate

Certifications Required if ANY

Role Purpose

End User support for enhancing the service quality to their business users.

Job Responsibilities

• Onsite Support services to resolve desk-side related issues.
• Install desktop/laptop OS as per requirement, add/remove accessories, devices, peripherals and configure PCs.
• Maintain record of new machines installed movement of machines within site, changes in configuration of machines and informing asset coordinator about the changes.
• Installation of the standard Desktop Application packages like Office 365 along with the relevant updates that may accompany the application as part of the contract.
• Provide support for desktop Standard Products (Laptops, Desktops, Printers, and Scanners etc.)
• Apply emergency software fixes in support of problem resolution with the help of the OEM.
• Ensure proper local area connectivity to all desktops / laptops in coordination with JCB local IT Team.
• Troubleshooting & resolving user problems remotely for first level & Engineer dispatch at second level
• Patch management (based on tool provided by JCB)
• Update the ticketing tool with the activities performed at site.
• Anti-virus management (based on tool provided by JCB)
• Provide necessary assistance in liaising with JCB'sthird-party vendors with regards to the coordination on maintenance support
• Routine checking of anti-virus log files for checking of any virus detected and cleaned on the desktop.
• Fixing any Paper Jam related issues and First level of servicing of the printers to ensure smooth functioning of operations.
• Identify incidents related to Application, or Operating System thru ITSM Tool.
• Installation and configuration of the customer specific software packages
• In the event the situation needs escalation to the vendor, Engineer will coordinate with the Vendor till the resolution of the problem.
• Restart Print Queues in case of a 'Hung' State
• Coordinate with Hardware support teams/vendors and resolve any hardware failures in the printers.
• JCB level E-Mail Management L1 Support for O365
• Conducting awareness Training Session of Users on New Technologies and Devices (Quarterly)
• Mailbox Creation/Group Creation
• Adhering to the E Mail Policy as defined SOP by the Client Monitoring Mail Queue and Mail Traffic.
• Escalation to JCB UK team for Deletion/ Modification/ Movement
• Escalation to JCB UK team in case of issue in SOP based activities
• Email Password Change assistance, if requested by user
• First Level Email Client troubleshooting VIP Support
• Overall Ticket ownership and management for VIP Users (GM and Above)
• Supporting Microsoft Desktop/Laptops, Apple technologies and Devices and network connectivity.
• Supporting Skype/Cisco Jabber Enterprise Voice and Microsoft Teams / O365, including advanced troubleshooting.
• Support of iOS and Android mobile devices and MDM solutions.
• Support Full Disk Encryption, Antivirus and SCCM for endpoint management and software delivery.
• Support for any AD Group membership, access related issues for VIP users.

Technical Skills/Knowledge requirement

• Communication Skills.
• Experience with ticketing systems and remote support.
• Strong understanding of ITIL framework and best practices.