Program Analyst WNS

About WNS

Job Description

As a member of the Windows Active Directory Domain Administrator Support Team at WNS (Holdings) Limited, you will play a crucial role in providing timely and efficient support to our assigned operations. Your responsibilities will include troubleshooting Active Directory authentication and LDAP configuration issues, working with senior staff members to resolve escalated incidents, and continually seeking opportunities to enhance our existing AD system. Device management and implementing security controls through Group Policy Objects (GPO) will also be part of your daily tasks. You will be responsible for ensuring the daily user support for all access issues, maintaining the security, standards, and high availability of the AD architecture, and providing effective and efficient support to our users while logging this information in our Service Desk ticketing tool. Fielding incoming help requests from end users via telephone, e-mail, and ticket logging system in a courteous manner will be a key aspect of your role. Furthermore, you will need to ensure that Service Desk policies, procedures, and best practices are implemented and adhered to, particularly focusing on change, problem, and incident management procedures based on the ITIL v4 standards. It will be essential to handle all calls and issues in a timely and efficient manner, evaluate documented resolutions, and analyze trends to prevent future problems. Additionally, you will need to identify and learn about the appropriate software and hardware used and supported by the organization, escalate calls to the relevant work stream promptly, report any suspected information security incidents and breaches, and adhere to established CTM and IT policies, standards, and procedures, especially Information Security policies and operational procedures. Creating new starter profiles within Active Directory, Office 365, and other applications, changing user profiles as part of the Mover procedure, and offboarding users as part of the Leaver procedure will also be part of your responsibilities. Troubleshooting handoff and access-related issues and following the asset management procedure to ensure assets are correctly logged and maintained accurately are also crucial aspects of the role. Join us if you have a Bachelor's degree and are ready to take on this exciting opportunity to contribute to our Access Team and support the digital transformation initiatives at WNS (Holdings) Limited.,