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Business Process Support Specialist

1 month ago

Pune, Maharashtra, India WNS Global Services Full time
Job Summary

We are seeking a highly skilled and experienced IT Service Desk Manager to join our team at WNS Global Services. This role will be responsible for providing technical support to our clients and ensuring that all service desk operations are running smoothly.

Key Responsibilities

  • Provide technical support to clients via phone, email, and chat
  • Resolve or escalate technical issues in a timely and efficient manner
  • Update and maintain knowledge base articles for end-users and tech team members
  • Ensure compliance with service level agreements
  • Collaborate with resolver groups to ensure issues are resolved or escalated

Requirements

  • Excellent written and verbal communication skills
  • Working knowledge of ITIL best practices (at least V3)
  • Customer handling experience
  • Experience in supporting IT issues via tickets, email, call, chat
  • Experience with Fresh Service, especially ticket handling and ticket management

Desirable Qualifications

  • ITIL certification (at least V3)
  • Experience in voice support
  • Hands-on experience with configuration files, databases, and application log files
  • Experience in Change Management

Additional Information

This role requires flexibility to work as per expected shift (rotating) and working model (WFO / Hybrid). Travel to other client offices in different countries may be required to provide on-site support as needed.