SO

Technical & Business Operations Analyst

Pune ₹5-10 LPA Posted 20 Jun 2025

FULL TIME

Active Directory

Servicenow

Office 365

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.
5+ years of experience in IT Service Desk / EUC support roles.
In-depth knowledge of:
Windows 10/11, macOS support
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).