Job Description
About Servaada, a Wipro company:
Servaada is Wipro's UK entity, authorised by the FCA (the UK financial services regulator) to undertake regulated activities on behalf of its clients, as an outsourced service provider.
Key Responsibilities:
* Contributing to a shared ownership of incidents, problems and requests assigned to the EUC team – putting the needs of the customer first and seeing issues through to resolution
* Troubleshooting issues using a sustained analytical and logical approach
* Ongoing maintenance and creation of application patching schedules for the client estate
* Keeping up to date with and leveraging the latest Microsoft technologies into our policy and systems management
* Manage end user system builds, images and remote deployment and asset management toolsets
* Support and maintain telephony systems and other corporate IT services used by the staff
* Contribute to improvements to Service Delivery processes and systems enhancements - using technology to increase efficiency and control within the organisation
* Deliver exceptional customer service ensuring customers are always kept informed and expectations managed appropriately
* Support and manage Active Directory ensuring that users, groups and policies are supportable and up to date
* Perform support tasks to relevant SLAs and KPIs
* Participate actively in the successful delivery of projects and initiatives for EUC and Service Desk teams
* Maintain a focus on security and data governance while performing day to day duties
* Work towards own and team goals, remain flexible in outlook and continually develop self to achieve objectives
Skills, Qualifications and Experience:
We are looking for someone with a wide breadth and depth of desktop and hardware support experience in a similar technical role.
You will have a robust background in the management and provision of Microsoft Windows clients and end user systems, with experience in Microsoft 365 and Exchange Online tenant administration. 1st/2nd line technical support experience. Prioritising the customer experience and delivering high quality support in resolving end user requests and incidents. A positive, team player attitude, that focusses on developing knowledge and seeking out improvements to existing processes that could be automated or streamlined. Strong troubleshooting principles are also desired, along with a sense of ownership. You want to see things through, end to end, including the investigation of possible solutions, documenting processes and contributing to the success of the team.
Desirable:
* Mobile Device Management experience using Intune/Endpoint Manager
* Foundation certification or knowledge of the ITIL framework
* Experience in management/support of telecoms systems
* Microsoft 365 tenant administration/support experience (Teams, Exchange, SharePoint)
* Windows 11 device management
* Active Directory, Group Policy support/administration
* Asset management, vulnerability management and software deployment experience
Application of Individual Conduct Rules:
Standard of conduct is reasonable under all circumstances relating to
* Must act with integrity
* Must act with due skill, care and diligence
* Must be open and cooperative with the FCA and other regulators
* Must pay due regard to the interests of customers and treat them fairly
* Must observe proper standards of market conduct
Equal Opportunities:
Servaada is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.