Job Summary
DWP Helpdesk / DEO Collaboration Super Admin (L2) with 6+ years of experience in Digital Workplace, End User Computing, collaboration services, and enterprise user support. Responsible for L2/Super Admin support, user and access administration, advanced incident resolution, collaboration platform support, service-request fulfillment, platform monitoring, and operational governance while ensuring resolution within agreed SLAs.
Key Responsibilities
Provide Level-2/Super Admin support for Digital Workplace, Helpdesk, DEO, and C&C services. Perform user, group, role, license, permission, and access administration. Troubleshoot complex end-user, collaboration, authentication, application, and access-related issues. Manage escalated incidents and service requests from L1/Service Desk teams. Support Microsoft 365, Google Workspace, collaboration platforms, and enterprise productivity applications. Support email, calendar, file-sharing, conferencing, and collaboration-related issues. Perform administrative activities through applicable platform admin consoles. Support SSO, MFA, Active Directory/Microsoft Entra ID, and identity-related troubleshooting. Monitor service health, recurring incidents, SLA performance, and operational issues. Perform remediation of user and collaboration-services tickets within agreed SLAs. Support platform configuration changes, feature rollouts, upgrades, and post-change validation. Perform initial RCA for recurring issues and coordinate complex problems with L3/OEM teams. Maintain SOPs, troubleshooting guides, knowledge articles, and operational documentation. Coordinate with IAM, Network, Cybersecurity, EUC, Infrastructure, Service Desk, and vendor teams. Support incident, problem, change, and major incident management processes.
Skill Requirements
Strong experience in Digital Workplace / End User Computing and Collaboration Services. Experience providing L2 and Super Admin support for enterprise productivity/collaboration platforms. Good knowledge of Microsoft 365, Google Workspace, email, collaboration, and productivity services. Experience with user/group administration, RBAC, permissions, licensing, and access management. Knowledge of Active Directory, Microsoft Entra ID, SSO, SAML, and MFA. Strong troubleshooting experience for end-user, authentication, email, collaboration, and access issues. Experience handling incidents and service requests within defined SLA/KPI targets. Good understanding of ServiceNow and ITIL processes. Experience with Incident, Problem, Change, and Major Incident Management. Ability to perform incident trend analysis and support RCA for recurring issues. Strong customer service, technical troubleshooting, documentation, and stakeholder-management skills. Experience working with geographically distributed support teams and OEM/vendor support.
Other Requirements
NA