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 1) Onsite Support services to resolve desk -side related issues. 2) Install desktop/laptop OS as per requirement, add/remove accessories, devices, peripherals and configure PCs. 3) Maintain record of new machines installed movement of machines within site, changes in configuration of machines and informing asset coordinator about the changes. 4) 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. 5) Provide support for desktop Standard Products (Laptops, Desktops, Printers, and Scanners etc.) 6) Apply emergency software fixes in support of problem resolution with the help of the OEM. 7) Ensure proper local area connectivity to all desktops / laptops in coordination with JCB local IT Team. 8) Troubleshooting & resolving user problems remotely for first level & Engineer dispatch at second level 9) Patch management (based on tool provided by JCB) 10) Update the ticketing tool with the activities performed at site. 11) Anti -virus management (based on tool provided by JCB) 12) Provide necessary assistance in liaising with JCB'sthird -party vendors with regards to the coordination on maintenance support 13) Routine checking of anti -virus log files for checking of any virus detected and cleaned on the desktop. 14) Fixing any Paper Jam related issues and First level of servicing of the printers to ensure smooth functioning of operations. 15) Identify incidents related to Application, or Operating System thru ITSM Tool. 16) Installation and configuration of the customer specific software packages 17) In the event the situation needs escalation to the vendor, Engineer will coordinate with the Vendor till the resolution of the problem. 18) Restart Print Queues in case of a 'Hung' State 19) Coordinate with Hardware support teams/vendors and resolve any hardware failures in the printers. 20) JCB level E -Mail Management L1 Support for O365 21) Conducting awareness Training Session of Users on New Technologies and Devices (Quarterly) 22) Mailbox Creation/Group Creation 23) Adhering to the E Mail Policy as defined SOP by the Client Monitoring Mail Queue and Mail Traffic. 24) Escalation to JCB UK team for Deletion/ Modification/ Movement 25) Escalation to JCB UK team in case of issue in SOP based activities 26) Email Password Change assistance, if requested by user 27) First Level Email Client troubleshooting VIP Support 28) Overall Ticket ownership and management for VIP Users (GM and Above) 29) Supporting Microsoft Desktop/Laptops, Apple technologies and Devices and network connectivity. 30) Supporting Skype/Cisco Jabber Enterprise Voice and Microsoft Teams / O365, including advanced troubleshooting. 31) Support of iOS and Android mobile devices and MDM solutions. 32) Support Full Disk Encryption, Antivirus and SCCM for endpoint management and software delivery. 33) Support for any AD Group membership, access related issues for VIP users. Technical Skills/Knowledge requirement 1) Communication Skills. 2) Experience with ticketing systems and remote support. 3) Strong understanding of ITIL framework and best practices.