Senior Program Analyst - Desktop Support - Bangalore
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