Project Role : 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

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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