Desktop support Lead

Company Description
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.

Job Description

• Project governance for all deliverables.
• 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.
• Structured engagements for continuous improvement.
• Regular team engagement (Weekly / Monthly) to understand their pain areas & action accordingly.
• Regular engagement with customer (Weekly / Monthly) to understand their requirements and align accordingly.
• Highlighting risk & mitigation plan on resource front to internal management to ensure uninterrupted support.
• 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 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 10, Windows 11 , Office communicator, Citrix, and Outlook Email etc.)
• Installation & Configuration of Active Directory for Centralized Authentications Process.
• Co-ordinate with IT functional teams such as Server, Network, and telecom teams for installation.
• Re-image 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 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 & bitloocker ) 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 and Lync TV Setup.
• 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 US process.
• Participation in IT/InfoSec audit related activities, which will be as per audit standards.
• Excellent communication skills
• Timing Rotational
• Coordination with client on IT requirements
• Provide L1/L2 support to users
• Improve Quality of Service through automation and by enhancing the teams technical & presentational skills.
• To facilitate & conduct regular trainings for the deployed resources to improve their skills & overall approach to support program efficiency.
• Define & track individual performance parameters to maintain SLA metrics.
• To conduct regular audits on the internal process adherence, perform gap analysis and take appropriate steps wherever necessary. (Internal and External)
• Ensuring optimize sizing of resources with zero impact to SLA.
• Data Analysis with right vision & corrective actions, reporting the same to customer management.
• Should be able to Handle HR / Administrative / Statuary Compliances for Deployed resources.
• Ensuring Readiness of required data & compliances to meet the Audit requirements.
• Fulfillment of ADHOC Project requirements.

Qualifications
Graduate / Post Graduate with IT certifications related to End Points/network/