End User L1
5 days ago
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.
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