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Job Description & How to Apply Below
Improve IT support efficiency by identifying and eliminating repetitive manual support activities. Automate common Service Desk and End-User Support processes to reduce ticket handling time and improve user experience.
Responsibilities
Experience- 8 - 15 Years
Design and implement automation across workplace services including:
Service request fulfilment
Device provisioning and lifecycle management
Identity and access management
Endpoint remediation and self-healing
Software packaging and deployment
Employee onboarding and offboarding
Develop self-service support capabilities and automated request fulfillment workflows.
Introduce proactive endpoint monitoring and automated remediation to reduce user-impacting incidents.
Drive shift-left support strategies by improving knowledge base content, standard operating procedures, and self-help solutions.
Support and optimize Digital Workplace platforms including:
Microsoft 365
Microsoft Teams
Outlook
Exchange Online
Intune
Windows endpoints
Collaboration tools
Reduce ticket backlog and recurring incidents through root cause analysis and operational improvements.
Improve first-call resolution and support response times through tooling optimization and workflow enhancements.
Coordinate with Infrastructure, Security, Network, and Application teams for major incidents and operational escalations.
Monitor workplace service health, user experience metrics, and operational dashboards to proactively address issues.
Standardize support processes, escalation procedures, and endpoint support practices across teams.
Lead continuous improvement initiatives for End User Computing (EUC) and Digital Workplace support services.
Support implementation of AI-assisted support tools, chatbots, and intelligent ticket routing capabilities.
Ensure operational documentation, asset records, support runbooks, and knowledge articles remain current and accurate.
Mentor L1/L2 support engineers on troubleshooting practices, operational processes, and automation-driven support methodologies.
Contribute to operational reporting, SLA tracking, and leadership updates related to support performance and workplace operations.
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