End User Support Analyst

End User Support

Company Description

NEC Software Solutions (India) 

On 1st July 2021, Rave Technologies became NEC Software Solutions India. This change brought us under the global NEC Corporation brand. We are proud to be part of an organisation with 122 years of experience in evolution with technology and innovation.

We have more than 30 years of experience in providing end to end IT services across the globe and have earned a reputation for delighting our customers by consistently surpassing expectations and helping them deliver robust, market-ready software products that meet the highest standards of engineering and user experience. Supported by more than 1300 exceptionally talented manpower, we are a hub for offshore support and technology services.

We work with diverse industry verticals which include publishing, media, financial services, retail, healthcare and technology companies around the world. Our customers range from two-person startups to $bn listed companies.

For more information, visit at www.necsws.com/india.

Our Parent company NEC Corporation is a Japanese multinational information technology and electronics company, headquartered in Tokyo, Japan. It is recognised as a ‘Top 50 ­­­Innovative Company’ globally and the NEC Group globally provides “Solutions for Society” that promote the safety, security, fairness and equality of society. Their main goal is to help create a safer society with their innovations in technologies.

NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.” NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential. 

Job Description

End User Support Analyst

Experience (years): 2-4 Total Years, 2  Relevant Year

Industry / Technology background: Remote End User Support, IT Infrastructure Support

Location: Bengaluru, Electronic City Phase II

Working Hours: Full Time UK Hours, Open to 24/7 Shifts

Day-to-Day Operation:

As a End User Support Analyst, you will be required to manage service to a large internal staff as well as customer staff, work within contracted SLAs and delivering best in class services to customers. You will be required to log all the calls that come into the Service Desk via e-mail, telephone and Internal Portal. You must have specialization in MS Windows and Ubuntu Linux (for desktop) technology. Working within the ITIL process guidelines you will be responsible for technical support using Incident Management, remote support and monitoring as well as reducing the number of incidents logged through proactive management.

• To allocate categorisation and prioritisation levels in accordance with requirements
• Troubleshoot and resolve hardware, software, and network-related issues
• Assist users with M365 applications including Outlook, Teams, OneDrive, SharePoint, and other Office applications
• To provide Level 2 investigation and diagnosis where applicable via phone, email, and in-person
• To resolve those incidents/service requests classified as M365 user accounts, groups, licenses, security policies and compliance requirements, Application related tickets, etc
• To keep users informed of progress (especially post SLA breach)
• To accurately document the cause of the issue and troubleshooting steps before resolving the call or forwarding to the next level engineer
• To accurately close (using closure codes),  all resolved incidents, requests and other calls in a timely manner, especially at month end
• To contribute to team meetings

Experience Level

Senior Level