Job Summary
We are seeking a Windows 11 Migration Support Resource to support the end-user migration phase. This role plays a critical part in ensuring a smooth transition to Windows 11 by providing hands-on user support, issue resolution, and close collaboration with the global project team based in UK or India.
Responsibilities
End-User Migration Support
- Guide and assist end users throughout the Windows 11 migration process to ensure smooth transitions
- Provide hands-on support during pre-migration and post-migration phases to resolve user issues promptly
Incident & Issue Management
- Troubleshoot and resolve technical issues related to printers, network connectivity, and Windows 11 environments before and after migration
- Log, update, and manage incidents and requests accurately in ServiceNow (SNOW) to maintain clear records
- Take full ownership of assigned tickets, including following up on escalated issues until confirmed resolution with users
Timeline & Delivery Management
- Manage migration tasks within set timelines, ensuring milestones are met and issues are addressed quickly to prevent delays
Communication & Collaboration
- Participate actively in migration forum calls during office hours or late-night sessions as needed
- Proactively identify and communicate risks and concerns
- Collaborate closely with the global project team based in UK or India to resolve migration challenges
Reporting & Documentation
- Produce detailed migration status reports covering progress, issues, and user impacts until full resolution
- Document and share detailed resolution notes for tracking, reporting, and knowledge sharing
Preferred competencies and qualifications
- Experience supporting end users in IT environments
- Familiarity with Citrix remote sessions, as migration activities will be conducted via Citrix by the backend IT team
- Basic troubleshooting skills for printers, network connectivity, and Windows 11 systems
- Experience using ServiceNow (SNOW) for incident and request management
- Strong communication skills to effectively support and guide end users
- Ability to take ownership of issues and ensure resolution
- Comfortable working in a fast-paced environment with shifting priorities
- Willingness to support flexible working hours, including weekends, early mornings, or late shifts
