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Junior Workspace Analyst
GetronicsBudapest , Hungary18 days ago
Job descriptionPerform queue management including : monitoring for new tickets, ensuring 2nd line colleagues have performed initial analysis as needed, provide advice and assign tickets across the team. Support customer environment built with Windows client Operating systems, Active Directory Group Policy, Microsoft Defender and the Microsoft Intune product family (Microsoft Configuration Manager / Intune) with patching, software deployment, compliance and configuration policies, etc. Respond to and resolve assigned incidents in addition to implementing requests, ensuring appropriate actions are taken so that none of them exceed their SLA or cause unforeseen business impact. Update the customer and the ITSM ticket throughout the lifecycle of it. Liaise with the Service Desk, other Getronics resolver groups, the customer and vendors where needed, to resolve tickets. Comply with relevant customer and Getronics policies and procedures. Discuss any assigned tickets for which you need assistance with senior colleagues. When a ticket is in risk of breaching SLA, escalate to management Participate in and drive regular meetings with 2nd line to assist in building up knowledge levels. Execute recurring operational activities according to prescribed schedules and procedures. Support Citrix environment. Document issues and fixes in the Knowledge Management System. Grow your knowledge and experience to become a subject matter expert in the supported technologies. At least 2 years of desktop support experience supporting Windows Client Operating System, Active Directory Group Policy management, Active Directory, Microsoft Office suite, desktop / laptop technologies. At least 1 year of experience with troubleshooting Microsoft Intune product family components (Microsoft Configuration Manager / Intune), focused on update and software deployments and client health. Possess excellent troubleshooting and logical reasoning skills. Experienced in working in an ITIL-based operations environment using ITSM toolsets such as ServiceNow. Willing to participate in On-Call schedule and / or shifts (extended business hours). Flexible when emergencies occur. Proficiency in English.
Location : Budapest (Hybrid)
Full Time – Permanent Positions
Team Purpose :
The team provides 2nd and 3rd line Workspace management activities for a large German customer in the areas of :
- Windows endpoint and mobile device management : update and software deployment, configuration management and operating system deployment.
- MS Intune product family management : maintenance and upgrading of Microsoft Configuration Manager (MCM), management of Intune.
- Software packaging : creation and maintenance of application packages
- Citrix virtual workplace : management of the Citrix platform.
- All Incidents and Requests are to be resolved within SLA as exceeding these would have impact on our customer’s ability to function as a business.
Role Purpose :
The suitable candidate for this role will play an important part in the relationship between the team’s 2nd and 3rd line members, guiding the 2nd line colleagues with processes and knowledge as well as delivering junior 3rd line technical support. This support includes incident resolution as well as request fulfilment.
Primary Responsibilities :
Secondary responsibilities
Skills / Experience :
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Analyst • Budapest , Hungary
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