Senior Desktop Support Analyst

Senior Program Analyst - Desktop Support - Bangalore

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Job Responsibilities:

* Attend all the Tickets forwarded by Service Desk.

* Taking follow up with engineer of daily basis work.

* Ensure Tickets are resolved within SLA agreed with WNS.

* Escalate Tickets to the next level as & when required to the respective Back-end teams and follow up to its closure with a complete resolution.

* VIP Support

* Asset Inventory management.

* Providing support for Desktop applications (MS Office 2016, 2019 & O365, Operating system Microsoft Windows 11 , Office MS Teams, Citrix, and Outlook Email etc.)

* Active Directory User Administration.

* Co-ordinate with IT functional teams such as Server, Network, and telecom teams for installation.

* Providing daily support for printers and Scanner.

* Re-image the system using SCCM

* Managing and configuring the IP Phones and PSTN Phones.

* To ensure all the desktops and laptops are covered with Latest Anti-Virus DAT & relevant security patches Maintain software and hardware inventory records.

* LAN trouble shooting, LAN patching and working on different network related issues Safe Boot (MacAfee End encryption & bitlocker) Installation on Laptop.

* Troubleshooting of hardware and O/S, Software Installation.

* Basic Networking & Data sharing

* TCP/IP Configuration, Internet Maintenance

* User Profiles Backup and Restore.

* Sharing folder, sharing device & Printer.

* Knowledge on Video conferencing Setup in day-to-day work and AV Support (Audio/Video) Conferencing.

* Provide accurate shift handovers and email communication to the respective Managers.

* Providing remote support through RDP, VPN, MS-LYNC, Dame-Ware utility.

* Resolving application related issue inside as well outside terminal (RDP), Citrix & VM Ware player.

* Experience in Handling International Clients

* Providing End User Support process.

* Participation in IT/InfoSec audit related activities, which will be as per audit standards.

* Excellent communication skills

* Timing -24*7 Rotational

* Coordination with client on IT requirements

* Provide L1/L2 support to users

* Ensure Service Levels are consistently met with continuous improvement.

* Daily monitoring of tickets across locations.

* Weekly calls with location SPOCs for SDP Tickets / Change Request / Ramp ups – Ramp down.

* Pro Active - Inventory management, EPO Compliance, SCCM Compliance.

* Ensure right skill resource availability across locations.

Qualifications

Bachelors Degree with minimum 3 to 5 years of relevant experience as per job description

Experience Level

Entry Level