Senior Program Analyst - EIT - Desktop Support

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. Asset Inventory management. Providing support for Desktop applications (MS Office 2007, 2010 & 2013, Operating system Microsoft Windows 8, windows 8.1, windows 10, Windows 11 , Office communicator, 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 MaintenanceUser 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 ClientsProviding End User Support process. Participation in IT/InfoSec audit related activities, which will be as per audit standards. Excellent communication skillsTiming -24*7 RotationalCoordination with client on IT requirements Provide L1/L2 support to usersEnsure 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.