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Location

Mumbai | India

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Job description

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

ACCESS TEAM
• Act as a member of the Windows Active Directory Domain Administrator Support Team in providing timely and efficient support to assigned operations
• Troubleshoot Active Directory authentication and LDAP configuration issues
• Work with other senior staff members to resolve escalated, complex incidents related to AD and VPN.
• Continually seek opportunities to improve our existing AD.
• Device Management and security controls through GPO
• Daily user support for all Access issues
• Maintaining security, standards and high availability of AD architecture

• 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.

• Escalate to vendors and provide root cause analysis and incident reports
• Advance knowledge on different hardware
• Managing Exchange 2010/2013 in an enterprise environment (5+ years)
• Email filtering solutions
• A passionate drive to provide excellence in IT support to your users

Must have knowledge on any of the below mentioned Tool/Application/Software-
• Microsoft Windows Server 2003-2016 incorporating;
• Active Directory and Group Policy
• Role & Functional based Security Delegation and Layers
• DNS,WINS and DHCP
• PKI Services
• SMTP Proxy Servicing
• Firewall management and controls
• DFS, HA, Clustering, SOFS
• RDS, VMWare, vCenter, ESXI, vMotion, HyperV, VMM Terminal Services
• MS Cloud incorporating Exchange, Storage and Shares App serviced
• Citrix deployments incorporating PVS\MCS
• APP-v incorporating Citrix StoreFront
• MBAM/BitLocker/VPN
• ITIL Policies and procedures operations
• Cyber Security awareness
• Knowledge of ISO 27001 Controls is desirable.

• Jr. Service Desk Analyst - 1 to 3 Years years of related experience in an IT support organization

Qualifications

Bachelor’s Degree

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Salary