Endpoint Operations Analyst (L1) – Intune & SCCM
Core
First-level support for enterprise Windows endpoint environments, maintaining device availability, monitoring health, and performing initial troubleshooting.
Role type
L1 Endpoint Operations Analyst
Builds
Device enrollment, patch monitoring, software deployment checks, and endpoint compliance verification
Domain
IT Operations / Endpoint Management
Deliverable
dashboards & analysis
Required skills
Windows OS troubleshooting, Microsoft Intune, SCCM/MECM, ServiceNow, incident management, SLA compliance, shift handover
Preferred skills
PowerShell scripting, Windows Autopilot, Microsoft Entra ID, MD-102 certification
Technologies
Microsoft Intune, SCCM/MECM, Windows Autopilot, ServiceNow, BitLocker, Microsoft Defender
Responsibilities
Provide first-level support for Windows endpoint incidents and service requests; Perform routine checks of device health, availability, connectivity, and configuration; Support device enrollment and provisioning activities; Conduct initial checks on Intune and SCCM/MECM policy synchronization and device compliance issues; Assist with Windows Autopilot enrollment and endpoint lifecycle activities; Monitor operating system patching status and report failed, pending, or unsuccessful updates; Perform approved software installation checks, deployment validation, and basic troubleshooting; Support routine Windows update checks and post-patching validation; Identify application installation failures and escalate unresolved issues to L2 support; Assist with approved driver, firmware, and configuration update activities; Perform basic checks on device compliance, encryption status, and configuration policies; Identify issues involving BitLocker, device configuration, and policy application, collecting relevant diagnostic information for escalation; Coordinate security-related incidents with the dedicated Defender and Security teams through established procedures; Log, categorize, prioritize, and track incidents and service requests using ServiceNow or an equivalent ITSM platform; Follow approved runbooks and standard operating procedures when performing initial troubleshooting; Escalate unresolved issues within defined SLAs and established escalation procedures; Maintain accurate ticket updates, operational checklists, and shift handover documentation; Coordinate with L2/L3 specialists, Service Desk, Identity, Security, and Application teams; Follow ITIL Incident, Change, and Request Management processes; Support effective handovers across APAC, EMEA, and North America to maintain uninterrupted 24/7 operations.