Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Microsoft Windows Desktop Management Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education

Summary:

The Senior Analyst is responsible for managing and enhancing enterprise Windows endpoint environments using Microsoft Intune, Windows Autopilot, and Active Directory. The role ensures efficient IT service delivery through ITIL-based Incident, Problem, Change, and Service Request Management while driving endpoint compliance, operational excellence, reporting, automation, and continuous service improvement.

Key Responsibilities -

• Manage incidents, service requests, problems, and changes in accordance with ITIL best practices.
• Administer and support Windows endpoints using Microsoft Intune, Windows Autopilot, and Azure Active Directory.
• Monitor SLA compliance, track service performance, and generate operational reports.
• Conduct Root Cause Analysis (RCA) for recurring issues and maintain KEDB, Knowledge Base articles, SOPs, and Change Management documentation.
• Provide L2/L3 support for complex endpoint and device management issues.
• Participate in CAB meetings, Problem Management activities, and continuous improvement initiatives.

Professional & Technical Skills:

• Prepare and maintain SLA, RSAT, and Service Request reports.
• Analyze SLA breaches and recommend process improvements.
• Monitor service performance metrics and provide actionable insights.
• Analyze application crash and freeze trends and deliver reports with findings and recommendations.

Documentation & Continuous Improvement

- Create, maintain, and update:

• Knowledge Base (KB) Articles