IT Support Specialist

4 weeks ago


Pune, Maharashtra, India WNS Global Services Full time

  • About the Role:
  • The Service Desk IT Analyst will be responsible for providing technical support to end-users and ensuring that all IT issues are resolved in a timely and efficient manner.
  • Responsibilities:
  • Coordinate with resolver groups to ensure that issues are routed to the respective team and resolved or escalated.
  • Update and maintain the knowledge base for end-users and technical team members.
  • Ensure all calls, chats, tickets, and issues are dealt with in a timely and efficient manner, as per the Service Level Agreement.
  • Evaluate documents, resolution notes, and analyze trends for ways to prevent future problems.
  • Requirements:
  • Good written and verbal communication skills in English.
  • Working knowledge of ITIL best practices (at least V3).
  • Customer handling experience.
  • Experience in supporting all IT issues, including infrastructure, hardware, and user issues, as well as application issues.
  • Experience in performing GAM activities, including onboarding and offboarding employees.
  • Experience with problem and incident management.
  • Prior experience in voice support is a plus.
  • Familiarity with FreshService and experience in ticket handling and management is an advantage.
  • Ability to work independently and as part of a team to debug application issues.
  • Experience in change management is a plus.
  • ITIL certification (at least V3) is an advantage.
  • Preferred Qualifications:
  • Flexibility to work as per expected shift (rotating) and working model (WFO/Hybrid).
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
  • Strong analytical and problem-solving skills.
  • About WNS Global Services:
  • We are a leading business process management company that provides a range of services, including IT support and management.
  • What We Offer:
  • A dynamic and challenging work environment.
  • Opportunities for career growth and professional development.
  • A competitive compensation package.
  • How to Apply:
  • Please submit your resume and cover letter to [insert contact information].

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