Desktop Support – Windows 11 Migration (Citrix Preferred) (3 months contract)

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