REF44844Z - Remote Desktop Support ( EUC) Sr Prog Analyst - EIT - Mumbai

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.

• The purpose of the Senior Program Analyst role is to reactively and proactively support and maintain the IT Desktop Services & infrastructure through effective incident management, fault diagnosis, repair, preventative maintenance and daily service tasks.
• This role requires working shifts on a 24/7 rotation to support various customers including in office support and remote support to users outside office environment.
• These tasks include but are not limited to: Maintaining and supporting the WNS business applications, and ensuring the reliability, availability and sustainability of information and communication resources.
• • Ensure that tickets are kept updated and incidents are managed, prioritized and escalated efficiently.  Installation, diagnosis, maintenance and repair of PC hardware, Telephony and related hardware as per business requirements
•  Ensure minimum downtime, proactively identify potential risks and suggest and drive solutions.
• • Respond to the business incidents and problems and escalate incidents when required.
• • Responsible for providing desktop support services to all departments and desktop users related to the operation of computer hardware, software and telecommunications
•  Respond, Diagnose and repair system faults within agreed SLA’s
•  Ensure tasks are completed to a high standard and to agreed timescales
•  Ensure that incidents are escalated accordingly and efficiently to the Tier 3 IT Support Team.  VoIP phone configuration and support
• • Ensure availability of the organizations VOIP/ Video Conference facilities and ensure it is tested daily and fully
• • Available to work shifts on a 24/7 rotation supporting US and UK hours, weekends, public holidays etc. \
•  Willing to work after hours if required

Bachelors Degree - Any stream