Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Microsoft Windows Desktop Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
The Senior Analyst is responsible for managing and enhancing enterprise Windows endpoint environments using Microsoft Intune, Windows Autopilot, and Active Directory. The role ensures efficient IT service delivery through ITIL-based Incident, Problem, Change, and Service Request Management while driving endpoint compliance, operational excellence, reporting, automation, and continuous service improvement.
Key Responsibilities -
- Manage incidents, service requests, problems, and changes in accordance with ITIL best practices.
- Administer and support Windows endpoints using Microsoft Intune, Windows Autopilot, and Azure Active Directory.
- Monitor SLA compliance, track service performance, and generate operational reports.
- Conduct Root Cause Analysis (RCA) for recurring issues and maintain KEDB, Knowledge Base articles, SOPs, and Change Management documentation.
- Provide L2/L3 support for complex endpoint and device management issues.
- Participate in CAB meetings, Problem Management activities, and continuous improvement initiatives.
Professional & Technical Skills:
- Prepare and maintain SLA, RSAT, and Service Request reports.
- Analyze SLA breaches and recommend process improvements.
- Monitor service performance metrics and provide actionable insights.
- Analyze application crash and freeze trends and deliver reports with findings and recommendations.
Documentation & Continuous Improvement
- Create, maintain, and update:
- Knowledge Base (KB) Articles
- Continuous Improvement Plans (CIP)
- Initial and Final RCA Documents
- Known Error Database (KEDB)
- Carve-Out Documentation
- Service Request and Problem Reports
- Change Management Documentation
- Testing and Validation Documents
- Identify opportunities to improve service quality and operational efficiency.
Additional Information:
- Microsoft Intune and Windows Autopilot
- Active Directory and Windows Desktop Management
- Incident, Problem, Change, and Service Request Management
- ITIL Processes and SLA Management
- PowerShell (Python is an added advantage)
- Endpoint Security, Compliance, and Patch Management
- Root Cause Analysis (RCA)
- Reporting and Technical Documentation
- Experience - 4–5 years of experience in Microsoft Endpoint Management and IT Service Management.
- Hands-on experience providing L2/L3 support for Windows desktop and enterprise endpoint environments.
- ITIL Foundation
- Microsoft Certified: Endpoint Administrator Associate (MD-102)
- Microsoft 365 Certified: Modern Desktop Administrator
- PowerShell or Python Certification
Gurugram
Statement zur Chancengleichheit
Wir suchen Menschen mit eigenem Lebensentwurf und ungewöhnlichem Lebenslauf. Individuell statt uniform. Vielfalt statt Norm. Diversität ist unsere Stärke und eine wesentliche Komponente der Unternehmenskultur von Accenture. Wir fördern ein integratives und offenes Arbeitsumfeld, in dem sich jeder so zeigen kann, wie er ist. Bei Accenture sind alle Bewerber:innen willkommen: unabhängig von Herkunft, Nationalität, Glaube, Behinderung, Alter, Familienstand, Partnerschaftsstatus, sexueller Orientierung, Geschlecht und anderen gesetzlich geschützten Gründen.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.