End User Services Specialist

TidyHire; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Aperam is seeking an experienced End User Services Specialist to support, maintain, and improve end-user IT services globally. The role focuses on SCCM, Intune, and MDM platforms with automation and best practices to enhance user experience.

You will provide 2nd/3rd line support, work with Service Desk, and help standardize deployment of productivity tools while collaborating across IT teams worldwide.

Qualifications

• 5–10+ years of experience in IT End User Support, Service Desk and Desktop Software management.
• Strong knowledge of SCCM and Intune.
• Good understanding of ITSM frameworks (e.g., ITIL) as applied to end-user support.
• Solid working knowledge of Windows and cloud-managed devices.

Responsibilities

• Support and improve End User Services processes (Incident Management, Request Fulfillment, Device Lifecycle).
• Maintain compliance with SLAs/KPIs and contribute to reporting.
• Manage global hardware/software asset inventory for end-user devices.
• Deploy and standardize end-user tools (Google Workspace, Microsoft 365, video conferencing).
• Provide 2nd/3rd line support and guide Service Desk colleagues; escalate when needed.

Skills

End User Support

SCCM

Intune

ITSM/ITIL

Service Desk

Windows

Tools

SCCM

Intune

ServiceNow

Google Workspace

Microsoft 365

Video Conferencing

Job description

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Interview Process

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Skills & Keywords

Required Skills

Good to have

Job Description

Role & responsibilities

Your mission

To ensure a seamless and productive IT experience for all Aperam employees, we are looking for an End User Services Specialist who will support, maintain, and continuously improve the delivery of our end-user IT support technology services across the globe.

Your mission will be to:

• Support and optimize the tools used by IT Service Desk and Field Support operations.
• Contribute to the reliability and performance of all end-user technologies and devices.
• Help enhance end-user satisfaction and overall IT experience across the organization.
• Work closely with the End User Services team and other IT stakeholders to ensure effective and consistent service delivery.

Your role

The End User Services Specialist will be responsible for the administration, support, and continuous improvement of the End User Services offered to the Aperam user base.

This role focuses on supporting and enhancing SCCM, Intune, and MDM platforms, automating repetitive tasks, improving the end-user experience, applying best practices, and ensuring end-user technologies remain aligned with industry standards.

In this role, you will provide 2nd and 3rd line support to the user base, assist the Service Desk in delivering high-quality customer service, and take ownership of tickets through to resolution or handover to other technical teams where required. You will actively contribute to improving technical and procedural practices within the team.

Key responsibilities include:

• Support and contribute to the continuous improvement of End User Services processes, including Incident Management, Request Fulfillment, and Device Lifecycle Management (procurement, deployment, and disposal).
• Monitor and help maintain compliance with SLAs and KPIs for end-user platforms, contributing to reporting and identifying improvement opportunities.
• Support the management of the global hardware and software asset inventory for end-user devices.
• Assist in the standardization and deployment of end-user productivity and collaboration tools (e.g., Google Workspace, Microsoft 365, video conferencing solutions).
• Collaborate with internal IT infrastructure teams to ensure smooth delivery of underlying services.
• Maintain accurate service documentation, knowledge articles, and self-service resources.
• Monitor open incidents and service requests, maintaining visibility on workload and progress.
• Ensure deployment of software via SCCM, Intune, or MDM platforms.
• Act as an escalation point for complex issues and provide guidance to Service Desk colleagues when needed.
• Build effective working relationships with peers across all Aperam locations worldwide and contribute to knowledge sharing initiatives.
• Collaborate with Architecture, Security, and other Technology teams to ensure operational requirements are considered throughout the technical lifecycle.
• Participate in on-call duties and contribute to a 24/7 support schedule when required.

Your profile

• Proven experience (5–10+ years) in IT End User Support, Service Desk and especially Desktop Software management.
• Strong knowledge of SCCM and Intune.
• Good understanding of IT Service Management (ITSM) frameworks (e.g., ITIL) as applied to end-user support.
• Solid working knowledge of modern end-user computing technologies (Windows, cloud-managed devices, mobile devices, ...).
• Experience working with Service Desk platforms (e.g., ServiceNow).
• Ability to monitor and interpret SLA and KPI performance, with awareness of user experience metrics (e.g., First Contact Resolution, CSAT).
• Experience contributing to process improvement and automation initiatives in end-user environments.
• Strong analytical and problem-solving skills with a structured approach.
• Good communication and collaboration skills, with the ability to work effectively across teams.
• Fluent in English. Knowledge of other languages is an advantage.
• Team-oriented, detail-focused, and motivated by service quality and continuous improvement.
• Experience with cloud environments and modern device management and deployment tools (e.g., Intune, SCCM) is required.
• Experience with Azure DevOps and cloud platforms is considered an asset.