REF46813F-End User Support

OB PURPOSE

• Overall responsibility for the effective management and operations of the End User Computing (EUC) function for Chennai location
• Responsible and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk & System Support functions.
• Responsible for meeting all Service Level commitments made to internal customers from all institutions and departments as detailed in the Service Level Agreements.

AREAS OF RESPONSIBILITIES

• Supervise and motivate a team, ensuring high performance and ongoing professional development.
• Validation of Desktops, Laptops are built as per WNS standards
• Asset tracking (EUC, Telecom, Network or Server deployed in production assets) & sharing periodic asset details to central MIS team as per WNS inventory template for On / Off production system status change
• Hands on support for Telecom services such as IP/PSTN phones deployment & services to be kept active.
• Hands-on support for Network/Server critical devices
• Problem & Incident management is to be adhered to as per WNS policies & documentation.
• Ensure seamless operations by overseeing the efficient management of end-user computing services, including both hardware and software.
• Coordinate IT projects related to end-user computing, including system upgrades and new technology deployments, while managing vendor relationships for hardware and software procurement, warranty services, and support.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
• Responsible for providing first/second level troubleshooting / problem-solving assistance and ensuring an effective end-user support.
• Other duties as assigned.
• Manage EUC function effectively and efficiently by providing first level troubleshooting & problem-solving support for network, operating systems & applications software to all processes according to the service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.
• Ensure customer’s queries, complaints or problems are attended within service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.
• Work with Applications Support unit along with software vendors and equipment suppliers to resolve issues and problems encountered by end-users within service level commitments.
• Ensure rapid closure of queries, complaints or problems logged within service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.
• Document and maintain records of all relevant transactions and generate appropriate reports pertaining to Helpdesk activities..
• Generating and presenting regular reports on service desk performance, including incident trends, response times, and user satisfaction.
• Training & Others 
  • Provide relevant user training for both administration and academic staff, wherever applicable.
  • Other tasks deemed relevant to the effective operations.
  • Analyse requests, enquiries and handle them when appropriate.
  • Organizing meetings with stakeholders when necessary, including liaison with users, vendors, and students.
  • Carrying out background IT research and presenting findings whenever necessary.
  • Carrying and executing specifics projects and research directed by the management.
  • Producing documents, briefings and assisting in preparing reports and records during auditing.  
  • To manage and update IT documentations and ensure it is ISO compliance.
  • To establish and ensure both manual and electronic documentations (SharePoint) are up to date.
  • Working closely with Managers on decision-making discussion and budgeting.
  • Undertake any other duties that may be assigned from time to time.

JOB SPECIFICATIONS

MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION

• Possess a degree (or additional years of experience if the incumbent does not have a degree) in Computer Science, or Information Technology, or equivalent, with at least 3 to 5 years of relevant work experience in systems administration, helpdesk support function, or network / technical support in either an end-user or vendor environment or in BPM.
• Possess proficiency in operating systems (Windows, macOS), hardware troubleshooting, and common software applications, with familiarity in end-user computing management tools and practices; combined with strong problem-solving skills, technical aptitude, creativity, and effective communication and people management abilities.
• Able to take responsibility for own development needs and continually improve knowledge and skill proficiency.
• Able to demonstrate a commitment to teamwork and acquiring new capabilities / skills.
• Always act with integrity and maintain professional conduct in accordance with company’s core values.
• Able to work well with others as well as independently with minimum supervision.
• Able to lead by example serving as a role model for on-going self-development
• IT basic knowledge on network, telephony, server, desktop, printer etc. especially for desktop/laptop trouble shooting.
• Communication ability in English is delight.
• Able to work in 24*7 environment.

RELATED EXPERIENCE

Preferably at least 3-5 years of working experience, preferably BPO/IT Services.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

(Required for successful performance)

Knowledge:

• Technical Expertise: In-depth understanding of end-user computing environments, including operating systems (Windows, macOS), hardware, and software applications.
• IT Support Tools: Familiarity with IT management and support tools, such as remote desktop applications, ticketing systems, and endpoint management solutions.
• Networking Basics: Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and network troubleshooting.
• IT Security: Awareness of cybersecurity principles and practices, including data protection, access controls, and threat mitigation.
• Vendor Management: Understanding of vendor relations and procurement processes for IT hardware and software.
• Understanding of cloud environment (Azure, O365 etc.)

Skills:

• Technical Troubleshooting: Strong problem-solving skills with the ability to diagnose and resolve complex hardware and software issues efficiently.
• Project Management: Proficiency in managing IT projects, including planning, coordination, and execution of technology deployments and upgrades.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users and create clear documentation.
• Leadership: Effective leadership and team management skills, including mentoring, performance management, and conflict resolution.
• Customer Service: Strong customer service skills with a focus on delivering a high level of support and ensuring user satisfaction.

Abilities:

• Ability to analyze technical issues and implement appropriate solutions quickly and effectively.
• Capable of making informed decisions and recommendations based on technical knowledge and organizational needs.
• Demonstrate a strong commitment to teamwork by actively collaborating with colleagues and continuously seeking to acquire new capabilities to enhance team performance.
• Take responsibility for own development needs and continually improve knowledge and skill proficiency.
• Always act with integrity and maintain professional conduct in accordance with the company’s core values.