AMS GDC_Microsoft Digital Workplace AMS Support

Microsoft, cloud & Infrastructure, some experience, consultant
Malaysia

Primary Objective 

Provide first-line technical support and incident resolution for end-users across Microsoft 365 and endpoint environments, ensuring high availability, security, and productivity of the digital workplace ecosystem. Previous knowledge for some enterprise application like Salesforce etc is desirable but not mandatory.  

Roles and Responsibilities

Incident & Service Request Management 
Serve as the first point of contact for all IT-related issues via phone, email, chat, or ITSM portal. 
Log, categorize, and prioritize incidents and service requests in the ITSM tool (ServiceNow, etc). 
Perform initial diagnosis and triage for issues related to Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint, etc.), Windows 10/11, and endpoint devices. 
Provide basic troubleshooting (password resets, mailbox access, Teams connectivity, printer configuration, VPN issues, etc.). 
Resolve or escalate incidents to Level 2/3 based on defined SLAs and knowledge articles. 
Ensure all tickets are accurately documented with resolution details and user communication logs. 

End-User Support & Communication 
Deliver exceptional customer service and maintain a high level of user satisfaction. 
Guide users through self-service portals, knowledge articles, or remote troubleshooting sessions. 
Communicate ticket status, estimated resolution time, and workaround options clearly and proactively. 
Support onboarding/offboarding activities — account creation, access provisioning, license assignment, device setup.

Microsoft 365 & Endpoint Ecosystem & Sales force 
Support common issues related to: 
Microsoft Azure (AI Translator), Entra ID, Intune 
Microsoft 365 Suite (Power BI, Power Platform) 
Windows 365 (Virtualized Computing Environment) 
Microsoft Purview 
Salesforce CRM, Service Cloud, Experience Cloud 
Microsoft Teams: chat, meetings, audio/video, file sharing. 
Exchange Online/Outlook: mailbox access, calendar sync, shared mailbox, rules. 
OneDrive & SharePoint: file sync, access permissions, version recovery. 
Intune/Endpoint Manager : Policy updates, device enrollment, compliance notifications. 
Microsoft Edge / Office Apps: installation, performance, activation, patching.  

Access, Security & Compliance 
Manage password resets, MFA registration, and account unlocks through Azure AD or identity tools. 
Report suspicious activities or potential security incidents to the SOC or Security Operations team. 
Support compliance-related requests such as data access, retention, or recovery under supervision. 

Knowledge & Continuous Improvement 
Follow knowledge articles, SOPs, and runbooks for standard incident handling. 
Contribute to the Knowledge Base (KB) by documenting new issue resolutions or known errors. 
Participate in daily shift handovers and service review meetings. 
Identify recurring issues and propose automation or self-healing opportunities (e.g., Power Automate, Intune scripts). 

Performance & Governance 
Adhere to defined SLAs, KPIs, and OLA targets, such as: 
First Contact Resolution (FCR) rate 
Average Handling Time (AHT) 
SLA compliance % 
Customer Satisfaction (CSAT) score 
Maintain service discipline through ITIL processes (Incident, Request, Knowledge, Escalation Management). 
Support Major Incident Management (MIM) by providing relevant first-level data and user impact analysis. 

more info about this job?

Laila HLIMI

Qualifications

Working knowledge of Microsoft 365 suite, Azure Active Directory, and Windows 10/11 environments. 
Familiarity with ITSM tools (ServiceNow, Remedy, Freshservice, etc.). 
Understanding of ITIL Foundation concepts. 
Excellent communication, troubleshooting, and documentation skills. 
Basic understanding of network connectivity (Wi-Fi, VPN, proxy).

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