Nexthink

Role and ResponsibilitiesThis role is required to: Provide quality support with a high degree of customer service, technical expertise and timeliness.Must be an excellent communicator with responsibility of interacting with business, other technology teams and third-party managed service providers.Working knowledge in Service Desk environment which includes and not limited to Windows OS troubleshooting, Software/App troubleshooting, Services, Hardware etc. Perform periodic EUC/DWP data analysis to identify top volume drivers, root causes that can be automated/scripted.Ensure that tool versions are kept current per OEM and business recommendationsWork hand in hand with respective VDU leads for data identification and SOP documentationWork closely with developers to get the required scripts created and implemented Collaborate with all EUC/DWP teams to gather inputs data analysis and scripting opportunities identified to reduce the cycle time or automate the workloadPerform periodic audits and conduct assessments for the tools in scope and identify the areas of improvementClosely monitor dashboards and tool usage.Inform respective teams about any trends observed while monitoring and get the same actioned.Conduct lunch & learn sessions and weekly walkthroughs for business and HCL teams to increase tool adoptionQualifications and Education RequirementsProficient with any market leading Unified eXperience Management (UXM) solutions like Nexthink, Aternity, Systrack, 1e Tachyon, Control Up etc.Minimum 5 years of experience in Infrastructure TechnologyMinimum 3 years of experience in delivering EUC/DWP services.Hands-on/ exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Yellow.ai Moveworks, etc.Should have worked and be open to work in a 24x7 environment.Ability to communicate effectively with end users, business owners, developers and various levels of management.Excellent written and verbal interpersonal skills including demonstrated ability to consolidate data to provide easily understandable deliverablesComfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet evolving business requirementsThorough understanding of End user Compute portfolio and products with the ability to deliver detailed technical documentation.Preferred SkillsTechnical Skills required including but not limited to – Basic understanding SCCMBasic understanding of Microsoft Windows, Apple Macintosh design architecture and deployment methodologiesBasic Understanding of active directoryBasic Understanding of Citrix and other remote/virtual desktop technologiesBasic understanding of SQLBasic understanding of PowerShell or any other scripting languageHands on experience on Microsoft Excel and PowerPointHands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc.