Senior Program Analyst - EIT - Service Desk - Vizag

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 SCCMManaging 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 requirementsProvide 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. Qualifications Bachelors Degree