Job Description

Company DescriptionWNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.END USER COMPUTING

• Interfaces with users, internal departments, and vendors to identify their needs and establish software, and network requirements.
• Performs Product and Technical Support functions and provides routine support
• Provides remote technical support, configuring and desktop PC\'s, laptops, peripherals, mobile devices, and software; software, connectivity, and other technical problems including documenting steps taken and status in service management tracking systems, following up with end users to ensure the issue has been resolved.
• Own, refine, and implement build processes for desktops, laptops, and mobile devices.
• Liaise with third-party vendors for hardware and application support, troubleshooting collaboratively.

• Provide effective and efficient support to our users while logging this information in our Service Desk ticketing tool.
• Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our change, problem and incident management procedures (based on the ITIL v4 standards).
• Ensure that all calls and issues are dealt with in a timely and efficient manner.
• Evaluate documented resolutions and analyse trends for ways to prevent future problems.
• Identify and learn appropriate software and hardware used and supported by the organisation.
• Escalate calls to the relevant work stream in a timely manner.
• Report all suspected information security incidents and breaches
• Understand and adhere to all established CTM and IT policies, standards and procedures, especially Information Security policies and operational procedures.
• Following the asset management procedure, ensure Assets are correctly logged and accurately maintained.

• Good working knowledge in Microsoft modern workplace and O365.
• Must have good knowledge of Azure AD and related technologies.
• Good knowledge of network concepts (e.g., TCPIP, Windows/Mac, Networking, Wireless, Ethernet)
• Specialist technical experience, ideally within a Desktop support role of which at least 3 years must be in a support role.
• 3 to 5 years of experience providing remote technical support to end-users in PC and Mac environments.
• Effective Business Communication both written and verbal
• Attitude to feedback / willing to learn
• Positive attitude to adapt to new technologies / roles
• Team Player
• Active listening and probing skills

• Diploma or Degree in engineering, computer science, or scientific discipline from a recognized university or college.
• 3 to 5 Years Experience mandatory

Must have knowledge on any of the below mentioned Tool/Application/Software-

• Knowledge of printers, PC/laptops, LAN, Wi-Fi, screens, and mobile devices
• Windows 10 / 11
• Windows Server up to 2022 (basic understanding)
• Microsoft Office 365
• Microsoft Azure
• Active Directory, DNS, DHCP, Group Policy etc.
• Networking (Firewalls, switches etc.)
• Service Desk ticketing systems, ideally Freshservice
• ITIL Policies and procedures operations
• Cyber Security awareness
• Knowledge of ISO 27001 Controls is desirable.

Desirable knowledge on any of the below mentioned Tool/Application/Software-

• Crowdstrike Anti-virus software
• FreshService Ticketing System
• Sabre, Galileo, Amadeus, Travelsky Global Distribution Systems

QualificationsBachelor\xe2\x80\x99s Degree

WNS Global Services