REF71074F_Desktop Support (2-5 yrs) - Senior Program Analyst - EIT
REF71074F_Desktop Support (2-5 yrs) - Senior Program Analyst - EIT
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Job Description
* Attend all the calls forwarded by Service Desk.
* Taking follow up with engineer of daily basis work.
* Ensure calls are resolved within SLA agreed with WNS.
* Escalate calls to the next level as & when required to the respective Backend teams and follow up to its closure with a complete resolution.
* Asset Inventory management.
* Providing support for Desktop applications (MS Office& 2013 Operating system windows 10 Windows 11 Office communicator Citrix and Outlook Email etc.)
* Installation & Configuration of Active Directory for Centralized Authentications Process.
* Active Directory User Administration.
* Coordinate with IT functional teams such as Server Network and telecom teams for installation.
* Providing daily support for printers and Scanner.
* Reimage the system using third party tools Ghost.
* Managing and configuring the IP Phones and PSTN Phones.
* To ensure all the desktops and laptops are covered with Latest AntiVirus 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 daytoday work and AV Support (Audio/Video) Conferencing and Lync TV Setup.
* Provide accurate shift handovers and email communication to the respective Managers.
* Providing remote support through RDP VPN MSLYNC DameWare utility.
* Resolving application related issue inside as well outside terminal (RDP) Citrix & VM Ware player.
* Experience in Handling International Clients
* Providing End User Support US process.
* Participation in IT/InfoSec audit related activities which will be as per audit standards.
* Excellent communication skills
* Timing US shift/Night Shift
* 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.
Qualifications :
Graduate any degree with Desktop knowledge
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
