Job Description

Job Details
Description

Job Summary: We are seeking a skilled and customer-focused Helpdesk Support Specialist to join our GCS IT support team, specifically focusing on providing technical assistance to users located in the Asia region. The ideal candidate should possess a strong technical background, excellent communication skills, and a passion for delivering exceptional customer service. This role involves diagnosing, troubleshooting, and resolving IT-related issues faced by users, while ensuring minimal disruption to their workflow. About Milliman: Milliman is among the world\'s largest providers of actuarial and related products and services. The firm has consulting practices in healthcare, property & casualty insurance, life insurance and financial services, and employee benefits. Founded in 1947, Milliman is an independent firm with offices in major cities around the globe. About Milliman\xe2\x80\x99s GCS IT Team: GCS IT (Global Corporate Services Information Technology) plays a critical role in supporting the entire technology ecosystem, security framework, and application landscape of the firm. Its responsibilities encompass a wide array of functions that are essential for the organization\'s innovation and entrepreneurial efforts, and seamless operations. Primary Duties & Responsibilities:

• User Support: Respond promptly to user inquiries primarily via tickets and through various communication channels, including email, phone, and chat. Remotely provide step-by-step guidance and technical assistance to users facing hardware, software, network, and application-related problems. Document and track all support issues and requests using a ticketing system, ensuring accurate and detailed information..
• Issue Diagnosis and Resolution: Analyse user-reported issues to determine the underlying causes and employ systematic troubleshooting methodologies. Resolve technical problems by researching, testing, and implementing appropriate solutions. Document resolutions. Escalate complex or unresolved issues to higher-level support teams or subject matter experts.
• Software and Hardware Support: Install, configure, and troubleshoot software applications, operating systems, and productivity tools in accordance with IT security standards. Assist users with hardware setups, including workstations, printers, scanners, and mobile devices. Collaborate with practices and office managers to ensure appropriate software and hardware are under support and available to meet user needs. Administer the patch management tool and regularly apply updates and patches to software and hardware. Administer the inventory management tool and track software and hardware assets.
• Active Directory Management: Administer and maintain Active Directory objects, including user accounts, groups, permissions, and security settings. Troubleshoot and resolve issues related to authentication, access control, and user management. Implement and enforce security best practices within the Active Directory environment.
• Network and Connectivity: Diagnose and resolve network connectivity issues, both wired and wireless. Assist users in connecting to corporate networks, VPNs, and remote access solutions.
• User Training: Conduct training sessions to enhance users\' technical skills and awareness of IT best practices. Educate users on cybersecurity measures and data protection guidelines.
• Auditing: Conduct regular audits of file server permissions and access controls to identify and rectify any unauthorized access or potential security breaches. Conduct regular security assessments and audits of Active Directory to maintain compliance with industry standards. Conduct regular scans and audits of endpoints to ensure compliance with security standards. Monitor patch compliance and prioritize critical updates.

• Overall, 8-10 years of experience with at least 6-7 years of experience in providing direct end-user support. .
• Excellent verbal and written communication skills including the ability to prepare technical documentation.
• Strong knowledge of Active Directory management and troubleshooting. Familiarity with Active Directory structure, group policies, Power Shell Scripting, and user management.
• Strong knowledge of Windows operating systems and basic network concepts.
• Experience with using Bomgar or a similar remote support tool to troubleshoot and resolve technical issues remotely.
• Administer and maintain Windows servers, ensuring their stability, security, and optimal performance.
• Working knowledge of IT asset management tools like Lan Sweeper to track and manage hardware and software assets within the organization.
• Working knowledge of backup solutions, as well as disaster recovery planning.
• Familiarity and understanding of cloud technologies.

• Bachelor\'s degree in computer science, information technology, or a related field (or equivalent experience).
• Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals, etc.) are a plus.