End User Support - Night Shift

Gemological Institute of America; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

Gemological Institute of America in Navi Mumbai is seeking an experienced IT End User Support professional to deliver L1/L2 helpdesk, resolve issues across Windows and Microsoft 365, and uphold SLA standards. You will manage device provisioning, asset lifecycle and procurement with vendors, while coordinating with IT for security and audits.

The role requires a 4–6 year background in IT, with CCNA/ITIL being a plus, and involves handling ITSM tools and vendor contracts in a fast-paced

Qualifications

• Bachelor's degree with 4-6 years of relevant IT experience.
• Certifications such as CCNA or ITIL are an advantage.

Responsibilities

• Provide L1/L2 end user support for desktops, laptops, mobiles and peripherals.
• Resolve Windows, Microsoft 365, Teams, Outlook and enterprise app issues.
• Ensure SLA compliance via ITSM tools (ServiceNow/Jira).
• Drive user satisfaction through proactive support.
• Provision and manage devices via Intune and Endpoint Manager.
• Oversee patching, software deployment, compliance, and endpoint security.
• Track IT and telecom assets from procurement to disposal.
• Coordinate IT hardware/software procurement with vendors, RFQs and approvals.
• Maintain vendor contracts, SLAs, renewals, and escalation matrices.
• Validate invoices and support audits, coordinating with finance.
• Assist in budget preparation and cost optimization.
• Generate MIS reports on assets, vendors, procurement and support metrics.

Skills

End User Support

L1/L2 Support

Windows

Microsoft 365

Teams

Outlook

Education

Bachelor's degree

CCNA

ITIL

Tools

ServiceNow

Jira

Intune

Endpoint Manager

Autopilot

Job description

## End User Support - Night ShiftApplylocations: GIA Services Private Limited (Navi, Mumbai)time type: Full timeposted on: Posted Todayjob requisition id: R0011454Summary To support the day-to-day operations of the IT team while ensuring that end users receive timely and effective technical support. The role involves working closely with internal stakeholders, vendors and the IT support team to manage IT assets, coordinate procurement activities, maintain vendor contracts and ensure smooth delivery of IT services. To contribute to efficient IT operations by maintaining proper tracking of assets, supporting procurement and vendor management processes and assisting the end user support team in delivering services aligned with agreed standards.**ESSENTIAL DUTIES AND RESPONSIBILITIES*** **End User Support** + Deliver L1/L2 support for desktops, laptops, mobiles, and peripherals. + Resolve Windows, Microsoft 365, Teams, Outlook, and enterprise app issues. + Ensure SLA compliance via ITSM tools (ServiceNow/Jira). + Drive user satisfaction through proactive support.* **Modern Workplace & Device Management** + Provision and manage devices via Intune, Endpoint Manager, Autopilot. + Oversee patching, software deployment, compliance, and endpoint security.* **IT Asset Lifecycle** + Track IT & Telecom assets from procurement to disposal. + Maintain accurate inventory and support onboarding/offboarding. + Participate in audits and compliance checks.* **Procurement & Commercials** + Coordinate IT hardware/software procurement with vendors. + Manage RFQs, quotations, approvals, Requisitions and PO creation, and delivery tracking. + Ensure compliance with procurement policies.* **Vendor & Contract Management** + Maintain vendor contracts, SLAs, and escalation matrices. + Track renewals to prevent service disruptions. + Drive vendor coordination for escalations and improvements.* **Financial Coordination** + Validate invoices, ensure billing accuracy, and support audits. + Coordinate with finance for timely payments.* **Budget Support** + Assist in budget preparation and monitoring. + Track IT expenses and support cost optimization.* **Reporting & MIS** + Generate MIS reports on assets, vendors, procurement, and support metrics. + Provide visibility into inventory and procurement tracking.**EDUCATION AND EXPERIENCE*** Any Bachelor's degree with 4-6 years of relevant experience.* Certifications such as CCNA, ITIL will be an advantage.**Disclaimer:** This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.