BMC Helix + End User software

SME – BMC Helix + End User Software

Job Summary

We are seeking a BMC Helix SME with expertise in End User Computing (EUC) and IT Service Management. The role focuses on delivering high-quality end-user support while administering and enhancing BMC Helix ITSM processes.

Key Responsibilities

Administer BMC Helix ITSM for Incident, Service Request, Knowledge, and Change Management. Provide L2/L3 support for end-user computing environments. Manage service requests, incidents, and escalations within SLAs. Support Microsoft Windows, Microsoft 365, Outlook, Teams, Intune, and Active Directory. Troubleshoot desktop, laptop, printer, and mobile device issues. Automate routine service desk activities using BMC Helix capabilities. Prepare reports, dashboards, and knowledge articles. Work with infrastructure and application teams to resolve complex issues.

Required Skills:

5–8+ years of experience in End User Support. 3–5 years of hands-on experience with BMC Helix/Remedy ITSM. Strong knowledge of Windows 10/11, Microsoft 365, Intune, SCCM/MECM, Azure AD, and Active Directory. Experience in ITIL-based service management. Good scripting knowledge (PowerShell preferred) is an advantage. Excellent communication and stakeholder management skills. Preferred Certifications ITIL Foundation BMC Helix Administrator (preferred) Microsoft Modern Desktop Administrator or Endpoint Administrator (preferred)