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

Preferred Skills