End User SME

• Proven experience in Microsoft 365 administration, capable of handling all administrative tasks to ensure smooth operations.
• Expertise in Active Directory management, including user account creations, modifications, and group policy management.
• Strong background in enterprise software support, with the ability to troubleshoot and resolve software-related issues effectively.
• Solid understanding of remote desktop troubleshooting skills to assist colleagues and clients in remote work environments.
• Experience in implementing ITIL processes to improve service delivery and customer satisfaction significantly.
• Proficiency in using the ServiceNow ticketing system for efficient handling of service requests and incident management.
• Excellent customer relationship management skills, ensuring client needs are met with a positive approach and efficient solutions.
• Ability to implement and manage end-user device security, ensuring that all corporate devices adhere to the highest security standards.

• Provide technical support and consultation for the end-users and clients, ensuring all queries and issues are addressed timely and effectively.
• Oversee the administration and management of Microsoft 365 and associated applications to ensure productivity and uptime.
• Manage and maintain Active Directory, including integration and synchronization with other business systems.
• Perform remote desktop troubleshooting and assist global teams in resolving their IT challenges efficiently.
• Collaborate with IT teams to implement ITIL processes and ensure best practices are followed for all IT services.
• Monitor and manage the ServiceNow ticketing system, ensuring service requests are logged, processed, and resolved promptly.
• Develop and maintain customer relationships, acting as a primary touchpoint for client interactions and feedback.
• Ensure end-user devices comply with security protocols, performing regular checks and updates to maintain security standards.

Expertia AI Technologies