Deskside Support Lead

Appealing Points:

• Lead critical End User Computing and workplace technology services for a major insurance industry client.
• Gain hands-on experience with modern endpoint management technologies including Microsoft Intune, SCCM, Windows Autopilot, Active Directory, and Microsoft 365.
• Collaborate with global technical teams and business stakeholders in a multicultural environment.
• Take ownership of service management activities including incident, problem, and change management.
• Drive process improvement, automation initiatives, and service optimization projects.
• Develop leadership capabilities through coordination of support teams, vendor resources, and client interactions.

Annual Salary: 8 Million Yen and above

Job Responsibilities:

• As a Deskside Support Lead, you will oversee day-to-day end-user support operations while ensuring high-quality IT service delivery.
• Provide desktop support and troubleshooting for hardware, software, and network-related issues.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Perform issue diagnosis, root cause investigation, and resolution management.
• Escalate complex technical issues and coordinate resolution with technical teams.
• Manage IT assets, inventory lifecycle, allocation, and audit activities.
• Execute PC refresh programs, device deployment, imaging, configuration, and user migration activities.
• Manage ServiceNow tickets and ensure compliance with service level agreements (SLAs).
• Coordinate follow-up activities with users and support teams for incidents and service requests.
• Create Root Cause Analysis (RCA) reports for major or recurring incidents.
• Maintain operational documentation and contribute to continuous service improvement initiatives.
• Support endpoint management technologies including Microsoft Intune, SCCM, Windows Autopilot, and Active Directory.
• Participate in service reviews, change management activities, and operational governance meetings.

Job Qualifications:

• 5+ years of experience in IT Service Desk, Deskside Support, or End User Computing support environments.
• Experience supporting Windows 10/11 environments and performing desktop troubleshooting.
• Experience leading or coordinating support teams, including incident and service request management.

Preferred Skills:

• Experience with Microsoft Intune and Mobile Device Management (MDM) platforms.
• Experience with SCCM (Microsoft Configuration Manager) and Windows Autopilot.
• Knowledge of Active Directory, Azure AD (Entra ID), and endpoint security technologies.
• Experience driving EUC transformation, automation, or workplace modernization initiatives.

Languages Required: Native level Japanese and Business level English (or higher)

Company Description:

The group is a global enterprise headquartered in India. The group operates in more than 100 countries across six continents with a mission 'To improve the quality of life of the communities we serve globally, through long-term stakeholder value creation based on Leadership with Trust'.

Sixty-six percent of the equity of Sons, the promoter holding company, is held by philanthropic trusts, thereby returning wealth to society. The name has been respected in India for 150 years for its adherence to strong values and business ethics.

The companies of the group employ the best and finest, strengthened by a culture of ethics and integrity. Today we stand strong at 702,454 employees.

. Skillset Required: End User Computing, Workplace Technology Services, Endpoint Management, Microsoft Intune, SCCM, Windows Autopilot, Active Directory, Microsoft 365, Incident Management, Problem Management, Change Management, Process Improvement, Automation, Service Optimization, Deskside Support, End-User Support, IT Service Delivery, Desktop Support, Hardware Troubleshooting, Software Troubleshooting, Network Troubleshooting, Outlook, Teams, OneDrive, SharePoint, Issue Diagnosis, Root Cause Investigation, Resolution Management, Technical Escalation, IT Asset Management, Inventory Lifecycle Management, Audit, PC Refresh Programs, Device Deployment, Imaging, Configuration, User Migration, ServiceNow, SLA Compliance, Root Cause Analysis, Operational Documentation, Continuous Service Improvement, Service Reviews, IT Service Desk, End User Computing Support, Windows 10/11, Desktop Troubleshooting, Support Team Leadership, Service Request Management, Mobile Device Management (MDM), Microsoft Configuration Manager, Azure AD (Entra ID), Endpoint Security, EUC Transformation, Workplace Modernization, Vendor Management, Client Interaction, Collaboration