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    REF29079T, Sr. Program Analyst – TS, IT Service Desk - Mumbai, India - WNS Global Services

    WNS Global Services
    WNS Global Services Mumbai, India

    3 days ago

    Default job background
    Full time
    Description
    Job Description

    Jr Service Desk Analyst

    Responsibilities-


    • Daily user support for all IT issues 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.

    Applications/Tools-

    Must have knowledge on any of the below mentioned Tool/Application/Software-

    • Knowledge of printers, PC/laptops, LAN, Wi-Fi, screens, and mobile devices

    • Windows 10 / 11

    • Windows Server up to 2022 (basic undertanding)

    • Microsoft Office 365

    • Microsoft Azure

    • Active Directory, DNS, DHCP, Group Policy etc.

    • Networking (Firewalls, switches etc.)

    • Service Desk ticketing systems, ideally Freshservice

    • ITIL Policies and procedures operations

    • Cyber Security awareness

    • Knowledge of ISO 27001 Controls is desirable.

    Desirable knowledge on any of the below mentioned Tool/Application/Software-

    • Crowdstrike Anti-virus software

    • FreshService Ticketing System

    • Sabre, Galileo, Amadeus, Travelsky Global Distribution Systems

    Expectations-


    • Experience of working independently and as part of a team to debug application issues working with configuration files\databases, application log files,

    • Experience in providing services to agreed SLA's and OLA's

    • Experienced in Problem and Incident Management

    • Excellent interpersonal and communication skills

    • Perform triaging of the requests and route them to relevant vendor team for further servicing.

    Qualifications


    • 1-3 years of IT Helpdesk Support

    • Bachelor of Science or equivalent.

    Bachler Degree

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