End User Support Analyst

Responsibilities

• Manage service delivery for large internal and customer staff within contracted SLAs
• Log and categorize all incoming calls via email, telephone, and internal portals
• Troubleshoot and resolve hardware, software, and network-related issues
• Provide Level 2 investigation and diagnosis via phone, email, and in-person
• Assist users with M365 applications including Outlook, Teams, OneDrive, and SharePoint
• Resolve incidents related to M365 user accounts, groups, licenses, and security policies
• Document troubleshooting steps accurately and close incidents using correct closure codes
• Proactively manage incidents to reduce the overall number of logged tickets

Requirements

• 2-4 years of total professional experience
• At least 2 years of relevant experience in end-user support or IT infrastructure
• Specialization in MS Windows and Ubuntu Linux (desktop) technology
• Strong proficiency in supporting M365 applications and ecosystem
• Solid understanding of ITIL process guidelines and Incident Management

About the Company

NEC Software Solutions (India) is part of the global NEC Corporation, a leader in information technology and electronics with over 122 years of experience. We provide end-to-end IT services across diverse industries, including healthcare, financial services, and retail. With a talented workforce of over 1,300 professionals, we serve a global client base ranging from startups to multi-billion dollar listed companies, focusing on delivering robust, market-ready software products.