All you need is...
- Serve as the first point of contact for customer incidents and service requests via phone, chat, tickets, and emails.
- Troubleshoot issues related to PC hardware, software installation, and network connectivity for both Windows and MAC environments.
- Provide remote support using tools like Bomgar and RDP to resolve issues with Microsoft Office 365 products, Outlook, Active Directory, and VPNs.
- Perform ticket analysis, service interruption analysis, and triaging of issues to ensure timely resolution within agreed SLAs.
- Escalate unresolved cases to relevant teams and maintain detailed documentation for further analysis.
- Have hands-on experience with Microsoft 365 tools, troubleshooting messaging and collaboration services like Exchange, ActiveSync, and Skype.
- Work with virtualization technologies such as VMware Horizon, Citrix, and VDIs for troubleshooting and resolving user issues.
- Handle antivirus and data loss prevention software issues, including troubleshooting with Windows Defender and Forcepoint.
- Manage problems related to Windows updates,



software installations, and performance optimization for third-party applications.
- Set up user accounts, manage password resets, and handle Active Directory services for user and group management.
- Ensure seamless handover between shifts by tracking KPIs and following ITIL processes to manage incidents efficiently.
- Suggest improvements to procedures and contribute to the knowledge base to enhance the service process.
- Support the rollout of new applications, test and evaluate new technologies, and maintain systems with the latest software and hardware configurations.
- Maintain explicit communication with customers, ensuring a positive support experience and strong customer relationships.
- Follow checklists for quality assurance, maintain progress tracking, and ensure adherence to operational standards.
- Provide enhanced technical and customer support, working both independently and col

📌 Technical & Business Operations Analyst (Mumbai)
🏢 amdocs
📍 Mumbai