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 – 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

JD attached