Sr. Associate - Service Desk
- 10th floor of Block A2 & A3, DLF World Tech park DLF IT SEZ, SECTOR 30, NH8, SILOKHERA, Gurgaon, HARYANA, India
- Employees can work remotely
WNS Global is a global business process management company headquartered in Mumbai, India. It has 41,466 personnel working in 61 "delivery centers" across the world, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, the United Kingdom, and the United States.
Ø Looking for 2-7 years’ experience in IT ServiceDesk with ITIL Process.
Ø Act as first point of contact for global user support calls to the IT Service Desk such that all calls are logged correctly and promptly allocated appropriately within the IT team
Ø Should be a Team player and must possess good communication skills & knowledge of current IT standards and new technologies.
Ø Must be able to work in 24*7 environment including public holidays
Ø Working knowledge on Windows operating systems. Knowledge of MAC OS would be added advantage.
Ø Must possess good knowledge of Networking, Hardware, Active Directory, DNS, DHCP configuration, VM ware, Citrix, VPN, MS Outlook troubleshooting etc.
Ø Experience in P1 / P2 tickets handling.
Ø Knowledge of ITIL: (Incident management, problem management, change management, SLA etc.)
Ø Network printer Installation and Troubleshooting.
Ø Monitor, raise and update Service Now tickets as necessary.
Ø Troubleshooting network connectivity in a LAN/WAN environment.
Ø Responsible for communicating with end-users regarding incident updates, phone calls, instant messages and/or email notification.
Ø Install, upgrade & support Windows7 and Microsoft Office 2010 and any other authorized desktop applications through SCCM and Active Directory.
Willingness to do night shifts
Previous experience in a support or customer facing role.
Previous experience of ITIL methodologies and work environment.