Deputy Manager

REF76381X-Deputy Manager - TS, 7 yrs experience, Sr. End User Computing(EUC) Service Desk Analyst, Mumbai location, immediate joiners

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400 clients with the help of our 44,000 employees.

'END USER COMPUTING
• Interfaces with users, internal departments, and vendors to identify their needs and establish software, and network requirements.
• Performs Product and Technical Support functions and provides routine support
• Provides remote technical support, configuring and desktop PC's, laptops, peripherals, mobile devices, and software; software, connectivity, and other technical problems including documenting steps taken and status in service management tracking systems, following up with end users to ensure the issue has been resolved.
• Own, refine, and implement build processes for desktops, laptops, and mobile devices.
• Significant experience of IT Service Operations, and how an IT installation works across a large and complex organisation
• Liaise with third-party vendors for hardware and application support, troubleshooting collaboratively.
• Daily user support for all End User Computing including maintenance and support.
• Provide effective and efficient support to our users while logging this information in our Service Desk ticketing tool.
• Field incoming help requests from end users via telephone, e-mail and ticket logging system in a courteous manner.
• Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our change, problem and incident management procedures (based on the ITIL v4 standards).
• Ensure that all calls and issues are dealt with in a timely and efficient manner.
• Evaluate documented resolutions and analyse trends for ways to prevent future problems.
• Identify and learn appropriate software and hardware used and supported by the organisation.
• Field incoming help requests from end users via telephone, e-mail, portal and ticket logging system in a courteous manner.
• Escalate calls to the relevant work stream in a timely manner.
• Report all suspected information security incidents and breaches
• Understand and adhere to all established CTM and IT policies, standards and procedures, especially Information Security policies and operational procedures.
• Create new starter profiles within Active Directory, office 365 and all other applications as requested in the request, as part of the New Starter procedure.
• Change user profiles as part of the Mover procedure.
• Offboard users as part of the Leaver procedure.
• Troubleshoot Handoff & access related issues
• Following the asset management procedure, ensure Assets are correctly logged and accurately maintained. '

Graduation