Lucknow, Uttar Pradesh
Job Summary
Nexthink DEX Admin – Roles & Responsibilities 1. Platform Administration • Manage Nexthink platform configuration, user access, RBAC roles, and permissions. • Monitor collector health, data quality, telemetry coverage, and platform performance. • Support upgrades, patching, and deployment activities. • Ensure platform security, governance, and compliance. 2. Monitoring & Analytics • Monitor DEX scores, endpoint health, application performance, collaboration experience, and device compliance. • Identify users/devices with poor digital experience and investigate root causes. • Perform trend analysis and proactive monitoring. 3. Dashboarding & Reporting • Create and maintain dashboards, investigations, alerts, and reports. • Publish weekly/monthly DEX and XLA reports. • Provide actionable insights to Service Desk, EUC, Security, and leadership teams. 4. Automation & Remediation • Develop and maintain Remote Actions and automated remediation workflows. • Execute proactive fixes for recurring issues such as low disk space, Teams issues, OneDrive issues, BSODs, etc. • Integrate Nexthink with ITSM tools like ServiceNow using Amplify and other connectors. 5. Incident, Problem & Change Support • Assist in incident troubleshooting and root cause analysis. • Identify recurring issues and drive problem management initiatives. • Support change validation and measure end-user impact after deployments. 6. Stakeholder Engagement • Work with Service Desk, Infrastructure, Workplace Services, Security, and Application teams. • Conduct Nexthink walkthroughs, training sessions, and adoption workshops. • Provide recommendations to improve digital employee experience. 7. Governance & Operational Activities • Review collector coverage and devices not reporting. • Track DEX maturity and KPI improvements. • Maintain SOPs, documentation, use cases, and operational runbooks. • Support monthly governance reviews and value realization reporting.
Key Responsibilities
1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.
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