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Key Responsibilities
A. End User Support & Service Delivery
• Provide L3 support for end-user incidents and service requests
• Ensure timely resolution as per defined SLAs
• Support users for hardware, software, email, and collaboration tools
• Manage service desk operations and ticketing systems B. Endpoint Management
• Manage desktops, laptops, printers, mobile devices
• Perform installation, configuration, and troubleshooting
• Monitor endpoint performance and health
• Maintain OS patching and antivirus compliance C. IT Infrastructure Support (EUS Scope)
• Support infrastructure components impacting EUS:
• User connectivity (LAN/Wi-Fi)
• Email and collaboration tools
• Endpoint security tools
• O365 and GWS
• Work closely with Network and Server teams for issue resolution D. Asset Lifecycle Management
• Manage IT assets (allocation, tracking, movement, disposal)
• Maintain asset inventory and asset register
• Ensure compliance with asset management process and approvals E. Security & Compliance (ISMS Alignment)
• Ensure endpoints comply with:




• Security policies
• Data protection standards
• Access control requirements
• Support implementation of:
• DLP controls
• Device hardening
• Endpoint security tools
• Support audit readiness (ISO 27001 / ISMS compliance) F. Change & Incident Management
• Follow Change Management process for deployments and updates
• Participate in incident management and problem resolution
• Perform root cause analysis for recurring issues G. Documentation & Reporting
• Maintain documentation of:
• SOPs and troubleshooting guides
• Asset records and configurations
• Knowledge base Articles
• Generate reports on:
• Ticket volume and SLA compliance
• Asset inventory status H. Vendor & Stakeholder Coordination
• Coordinate with OEMs/vendors for support and warranty
• Ensure SLA adherence from service partners
• Engage with users and business teams to improve service delivery

📌 Senior Associate (India)
🏢 RPG Group
📍 India