What are the responsibilities and job description for the Information Technology Help Desk Support position at WNS?
Job description
The Technical Analyst Level I, under general supervision, is responsible for providing support to end users on a variety of issues. It is a combination position of Help Desk Support and PC Maintenance.
Primary Duties and Responsibilities:
1. Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.
2. Documents, maintains, upgrades, or replaces hardware and software systems.
3. Supports and maintains user account information including rights, security, and systems groups.
4. Identifies, researches, and resolves technical problems.
5. Responds to telephone calls, email, and personnel requests for technical support.
6. Documents, tracks, and monitors the problem in the Help Desk system to ensure a timely resolution and knowledge article information.
7. Participates in rotating On Call schedule supporting weekend and after-hours incidents.
Other Duties & Responsibilities
Other duties as assigned. OE/Lean
1. Actively participates in the implementation of sustainable improvement processes, such as 5S, Kaizen, Total Productive Maintenance (TPM), Daily Management Control, Standard Work and Problem Solving.
Note: Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
Education: Associate degree or equivalent
Qualifications/Requirements
The requirements listed in the sections that follow are representative of the knowledge, skills and/or abilities required to perform the duties of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions (primary duties) of the job.
Education: Associate degree or equivalent
Knowledge, Skills & Abilities: Up to 3 years of hands-on experience working in a PC Support environment. Must have detailed knowledge of MS Windows, Microsoft Office 365, Lotus Notes, Internet, VPN, Mac OS, iOS, Active Directory, Azure, Intune, and have experience in PC support. Must be familiar with personal computer hardware in a break/fix environment and local area networking concepts.
Employee must have exemplary communication (both oral and written), skills. Must be a highly motivated self-starter, with outstanding interpersonal skills and the ability to work independently and take ownership of a process. Must be able to work in a team matrix environment, encouraging information sharing and knowledge seeking, and must possess business skills and have the ability to transfer these skills to others.
Employee must have good strong customer service skills; be able to sense and respond appropriately to the feelings, needs and concerns of others. Proven ability to gather critical information and the ability to quickly diagnose problems and provide an immediate solution or escalate the problem to the accountable technical resources for a solution definition, ensuring that the support process loop includes communication back to the customer.
The employee is expected to be self-directed, take initiative and be persistent when appropriate to accomplish necessary duties and keep busy without prompting. Additionally, the employee is expected to be adaptable/flexible to changing work assignments, analytical, organized and detail-oriented, perform multiple tasks at once, compose correspondence and other documentation in a professional manner, express ideas constructively, actively listen to others, manage time effectively and efficiently to meet deadlines, learn and memorize procedures, display a cooperative attitude, read, understand and follow all company, job specific and safety policies/procedures, and attend/use all required training
Working Conditions: While performing the duties of this job, the employee is typically required to regularly conduct work in a controlled office environment, moving around the office as needed, sitting at a desk, using office equipment, including but not limited to a personal computer, fax machine, copier and telephone, read, write, listen, speak, and understand English, have the ability to work independently, be dependable and maintain confidential information, integrity and composure at all times.
Constant contact with individuals internal and external to the organization occurs via various methods of communication, typically including face-to-face discussions, electronic mail, phone calls, written letters and/or faxes.
Work Hours: Must have ability to work the shift/number of hours in which duties need to be accomplished, including overtime, holidays and weekends, as necessary. Call-ins may occur as needed.
Safety Training: A new employee hired to perform the duties of this position is required to be provided New Employee Training by a qualified individual or through the online training system. Additionally, an employee must be provided further training if a job duty/task has changes that will affect the health and safety aspects of that employee’s position.
Additional refresher safety training will be required as management deems appropriate or as dictated by government regulations.
Location - Will be required to work at office Location in Bethlehem, PA
Job Type: Full-time
