REF71073Y - Senior Program Analyst - EIT - Desktop Support

REF71073Y_2025155160 - Senior Program Analyst - EIT - Desktop Support - Vizag - 3 to 5 years Exp

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 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.

Bachelors Degree