Nexthink

Role and Responsibilities

This 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 recommendations

Work hand in hand with respective VDU leads for data identification and SOP documentation

Work 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 workload

Perform periodic audits and conduct assessments for the tools in scope and identify the areas of improvement

Closely 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 adoption

Qualifications and Education Requirements

Proficient 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 Technology

Minimum 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 deliverables

Comfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet evolving business requirements

Thorough understanding of End user Compute portfolio and products with the ability to deliver detailed technical documentation.

Preferred Skills

Technical Skills required including but not limited to –

Basic understanding SCCM

Basic understanding of Microsoft Windows, Apple Macintosh design architecture and deployment methodologies

Basic Understanding of active directory

Basic Understanding of Citrix and other remote / virtual desktop technologies

Basic understanding of SQL

Basic understanding of PowerShell or any other scripting language

Hands on experience on Microsoft Excel and PowerPoint

Hands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc.