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REF46809M-Senior Program Analyst

2 months ago

Gurugram, India WNS Global Services Full time
Job Description

Job Description – Sr Program Analyst

Responsibilities -

  • Ensure Desktops, Laptops are built as per company standards with maintaining relevant checklist against each active endpoint before deployment on the production floor.
  • Provide first-level technical support to end-users via remote desktop tools, phone, chat, and email.
  • Diagnose and resolve technical hardware and software issues related to desktops, laptops, peripherals, and mobile devices.
  • Install, configure, and troubleshoot operating systems and standard software applications.
  • Respond to inquiries regarding system operation and diagnose system hardware, software, and operator problems.
  • Log all helpdesk interactions and resolutions in the ticketing system with accuracy and detail.
  • Escalate complex issues to appropriate support teams for resolution.
  • - Follow up with end-users to ensure issues are resolved satisfactorily and in a timely manner.
  • Maintain current knowledge of relevant technology as assigned.
  • Hands on experience in service desk tools.
  • Provide remote support for Desktop/Laptop/Thin clients/Printer/Scanner related hardware & service tickets to be fixed under defined SLA as per severity type under the Service desk tool.
  • Provide L2 support for all Windows-based model OS endpoints along with business applications mapped to it.
  • Timely and regular Antivirus signature updates on all Endpoints and compliance kept under defined SLA.
  • Work on installation of latest MS security patches on Endpoints as per Standard Compliance norms
  • Validation of new assets procured and update on asset management system
  • Allocation of assets through asset management system
  • Problem & Incident management is to be adhered to as per WNS policies & documentation.
  • Ensures all work is performed in accordance with targets and adheres to SLA.
  • Adaptable to learn new processes, concepts, and skills.
  • Experience in MAC OS support

 

Required Skills & Qualifications –

  • Graduate in any stream (Prefer in B.E / B. Tech, etc.)
  • 2-3 years of IT work experience
  • Good understanding/practice of MS OS on endpoints, MS Office platforms, Mailing applications (Outlook, Gmail) VMware, Citrix etc.
  • IT basic knowledge on network, telephony, server, desktop, printer etc. especially for desktop/laptop trouble shooting.
  • Communication ability in English is delight.
  • Proven experience as a Help Desk Technician, Desktop Support Engineer, or similar role.
  • Excellent problem-solving and communication skills.
  • Ability to work independently and as part of a team.
  • Customer-oriented and patient with excellent interpersonal skills.
  • Open to work in shifts

 

Preferred skills & qualifications

Additional Information –

  • ITIL foundation certification
  • Basic level skills on MS Office reports creation
  • Cloud certification

 


Qualifications

JD attached


Additional Information