Global rollout of mobile security policy requires a support engineer to provide support to end users throughout the acceptance and application of security policies on their mobile devices, through Microsoft Activesync.
- Act as a main point of contact for all internal users in scope of the application of security on their mobile device
- Working from extract of active accounts, create individual service desk requests using pre-defined categorization / detail
- From resultant ticket, issue a predefined approval form to collect device hardware information and acceptance/rejection of mobile phone policy / terms
- Follow up on ticket and send reminder to customer, troubleshoot any form access issues
- Manage multiple device users and ensure a maximum of only 2 devices per individual
- If terms are rejected, capture reason and close ticket
- If terms are accepted, verify device is in activesync and pass ticket to IT Admin group to update asset records
- Reporting – provide regular reports on device approval statuses, issues, escalations and overall progress
Responsibilities:
Qualifications & Experience:
- ITIL Foundation Certificate – Advantage
- IT operational experienc
- Knowledge of the end-to-end ITIL frameworK
- 2-6 years of experience in working within a Service Desk environment
- Advanced knowledge of Microsoft Excel, including macros
- Ability to engage and partner with internal staff as required
- Ability to work as part of a project team, but also to work on own initiative, with a high degree of autonomy
- Ability to identify problems and work to resolution as required
- Ability to work in operational crisis situations
- Proven ability to operate in extremely high pressure situations and successfully handling multiple priorities with a high level of discipline while remaining flexible
- Self-motivated and self-monitoring, continuously evaluating own work processes
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