Service Desk Manager

5 days ago


Pune, Maharashtra, India WNS Global Services Full time

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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