Service Desk Manager
5 days ago
Job Description:
We are seeking a skilled Service Desk Manager - Technical Support to join our team at WNS Global Services.
Key Responsibilities:
- Coordinate with resolver groups to ensure issues are routed to the respective team and resolved or escalated.
- Update and maintain KB for end-users and tech team members.
- Ensure all calls and issues are dealt with in a timely and efficient manner as per the Service Level Agreement.
- Evaluate document, resolution notes and analyze trends for ways to prevent future problems.
- Flexibility to work as per expected shift (rotating) and working model (WFO / Hybrid).
Requirements:
- Good written & verbal communication skills - English.
- Working knowledge of ITIL best practices (at least V3).
- Customer handling experience.
- Experience in supporting for all IT issues (via tickets, email, call, chat) which includes infra issues, hardware issues and user issues, application issues (troubleshooting and triaging).
Good to Have:
- Prior experience in voice support.
- Hands on experience on Fresh Service, especially prior experience in ticket handling and ticket management process.
- Experience of working independently and as part of a team to debug application issues working with configuration files databases, application log files.
- Experienced in Change Management.
- ITIL certification (at least V3) would be an advantage.
Qualifications:
- Travel to other client offices in different countries as required to provide on-site support on need basis.
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