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& 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

Remote Work :

No

Employment Type :

Full-time