IT Support Specialist
4 weeks ago
- 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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