Senior Helpdesk Executive

Senior Helpdesk Executive Job Description: We're looking for an experienced M365 - L2 Support Engineer to join our team, focusing on Microsoft 365 (MS 365) support within an IT Service Management (ITSM) framework, utilizing Freshworks as our primary tool. The successful candidate will provide expert-level technical support, troubleshooting, and problem-solving skills to ensure seamless MS 365 operations for our organization. The Senior Helpdesk Executive manages and configures Microsoft 365 services, including Azure AD and Microsoft Teams. The role ensures proper user provisioning, security, and compliance within the Microsoft 365 environment while supporting integration with systems like Akrivia, Ramco and Infor.

Microsoft 365 Support:

Provide L2 support for MS 365 apps (Outlook, Teams, OneDrive, SharePoint, Office 365). Troubleshoot complex issues; escalate to L3 when needed.

Freshworks ITSM:

Handle MS 365-related incidents and service requests in Freshservice. Track and close tickets efficiently within ITSM workflows.

ITSM Process Compliance:

Follow ITSM best practices (incident, problem, change management). Collaborate with L1 and L3 teams to enhance service quality.

Technical Expertise:

Maintain strong knowledge of MS 365 tools and configurations. Stay updated on new features and security patches.

Communication & Collaboration:

Keep users informed on issue progress and resolution. Work with IT ops, infrastructure, and security teams to ensure smooth MS 365 operations.

Microsoft 365 Administration:

Administer MS 365 services including Azure AD, Teams, and security settings. Manage user accounts, permissions, and licenses. Enforce compliance and support system integrations.

KRAs & KPIs (Short Version) System Administration

KPI: MS 365 uptime and availability KPI: Timely and accurate user provisioning

Security & Compliance

KPI: Number of security incidents KPI: Compliance audit results

Integration Support

KPI: Successful system integrations KPI: Integration performance and reliability

User Support

KPI: User satisfaction scores KPI: Reduction in MS 365 support tickets

Qualifications:

5+ years of experience in MS 365 support, with expertise in Office 365, Outlook, Teams, OneDrive, and SharePoint. Strong knowledge of MS 365 administration, configuration, and troubleshooting. Experience with Freshservice or similar ITSM tools. Microsoft 365 certification (e.g., MS-203, MS-500) is a plus. ITSM certifications (e.g., ITIL Foundation) are desirable. Excellent communication, problem-solving, and analytical skills. Ability to work in a fast-paced environment, prioritizing multiple tasks and tickets. Strong collaboration and teamwork skills.

If you are being onboarded or applying for this role, please share your updated CV to the contact below: 📞 Contact: +91 8138914366

                                    If this opportunity aligns with your career goals, kindly share your updated resume with us at careers@ariaholding.com