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Sourced Group, an Amdocs Company
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Technical & Business Operations Analyst

Technical & Business Operations Analyst

Sourced Group, an Amdocs Company

5 - 10 years

6 - 10 Lacs

Pune

Posted:1 week ago| Platform:

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Skills Required

documentation dns mobile device management vmware horizon mac sccm system administration servicenow operations active directory ticketing vpn microsoft windows troubleshooting vdi business operations cisco citrix dhcp communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

0px> Who are we?

In one sentence

The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.

What will your job look like?

Serve as the
technical Expert
for End User Computing issues (hardware, OS, desktop apps, VDI, mobility, O365 apps, and VPN).
Act as a
technical expert who can
resolve complex service desk issues, working closely with engineering teams when needed.
Provide expert troubleshooting for Windows, macOS, Office 365, VPN, Citrix/VDI, SCCM, and mobile device management (Intune/AirWatch).
Maintain and enhance
knowledge base articles
, SOPs, and troubleshooting guides.
Analyze incident and ticket trends to identify recurring issues and implement
proactive solutions
.
Participate in
root cause analysis
for major incidents and contribute to problem management efforts.
Ensure compliance with IT policies and security standards.

All you need is...

5+ years
of experience in IT Service Desk / EUC support roles.
In-depth knowledge of:

Windows 10/11, macOS support (
Expert level
)
Microsoft 365 Suite (Outlook, Teams, OneDrive)
Active Directory, Group Policies, DNS/DHCP basics
SCCM/Intune/AirWatch or other MDM tools
VPN and remote access tools (Cisco AnyConnect, F5, etc.)
VDI technologies (Citrix, VMware Horizon)
Imaging, patching, and software deployment( non-mandatory/but must have basic knowledge)

Experience with ticketing tools like
ServiceNow
, etc.
Strong documentation, communication, and interpersonal skills.
ITIL Foundation certified (preferred).
MCP/MD-102 or other EUC-related certifications (preferred).

Why you will love this job:

You will get to show off your fine-tuned skills for resolving issues and helping the end-user.
You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development. You will have the opportunity to work in a multinational environment for the global market leader in its field.

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Technical & Business Operations Analyst