Job Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

The Service Desk Analyst is the first point of contact for all IT-related inquiries and issues, provides L0 & L1 support. This role is responsible for providing technical support, troubleshooting, and issue resolution while maintaining a high standard of customer service. The Service Desk Analyst ensures the smooth operation of IT services, adhering to defined Service Level Agreements (SLAs). Operating in a 24x7 environment, team offers continuous support across all time zones, ensuring the reliability and stability of essential applications.1. Handle incoming calls, emails and chat from the user may require working on rotational shift (24x7/365)2. Ability to comprehend end users from International locations over the phone3. Recording, classifying and prioritizing tickets4. Act as the first line of support for all IT incidents and service requests.5. Log, prioritize, and resolve incidents in a timely manner.6. Keeping service desk records up to date7. Providing initial support and troubleshooting based on Knowledge Base articles8. Taking a remote of an end users’ machine if required while troubleshooting9. Assist users with account setups, password resets, O365 general issues and access requests.10. Manage hardware/software installations and configurations. 11. Escalate, if needed, unresolved problems to a higher level of support12. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support13. Monitoring the status and documenting the progress towards resolution of all open tickets14. Keeping affected users informed about the progress.15. Resolution confirmation and closure of tickets within the SLA16. Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)17. Provide a friendly, professional, and empathetic experience for all users.18. Proactively identify recurring issues and suggest improvements.Certifications :1. ITIL Foundation2. CompTIA A+ / Network+(optional but advantageous)3. Microsoft Certified: Modern Desktop Administrator Associate(optional but advantageous)

Qualifications

1. Basic troubleshooting on different versions of Windows OS. E.g. Windows 10 and Windows 11, Macbbok2. Incident Management Life-Cycle3. Basic knowledge on ticketing tool (iService/Jira)4. Understanding of desktop applications, installation and uninstallation5. Ability to support users in business applications based on SOP’s6. Troubleshooting Desktop/Application remotely7. Ability to Install and configure email client, troubleshoot connectivity issue