WNS (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. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.

• This is an individual contributor role.
• Support the customers to enable the them team to carry out tasks effectively and efficiently under the direction of the Deputy IT Manager (DM).
• Hours of work: 27x7x365 in Rotational Shifts.
• Some work outside of regular shift hours can be expected as needed.
• During holiday time when there are major Festivals or system maintenance taking place hours are likely to be more flexible to suit the work load
• Telephone support on inbound calls and when needed calling back the customer. 
• Managing incidents and requests in own queue and teams queue as general check and providing help when needed.
•  Ensure priorities are understood and all stated and agreed SLAs are met.
•  Maintain good working relationships with all stakeholders and users (internal departments as well as 3rd party vendors).

Personal Qualities

•  Strong customer service and support focus with a desire to deliver a high quality service.
•  Self-motivated and highly professional .
•  Ability to multi-task, work under pressure and to tight deadlines.
•  A desire to learn and improve skills and knowledge.
•  Fast learner, energetic and enthusiastic.
•  Adaptable and flexible to business demands.
•  Positive 'can-do' attitude.
•  Team player.

Skills and Experiences

• 2-4 years of experience.
• Active Directory and User creation & management
• Virtualisation – especially Citrix Xen desktop and XenApp
• SQL Developer and Oracle client installation and troubleshooting connectivity issues.
• Understanding and basic of UNIX account creation.
• Cisco Messaging (Jabber) & MS Exchange account setup and troubleshooting 
• MS Windows 7 and office suit
• VoIP, especially Cisco 
• Understanding of LANs, WANs, TCP/IP, Routing, VPN’s, Firewall
• Wireless network setup, management and security
• Scripting e.g. automation of regular tasks and services
• Installation of 3rd party applications, including push installs via SCCM
• Ability to troubleshoot & identify PC hardware issues.
• Mail Box Setup
• Awareness of mainstream mobile technologies, including Mobile phones and tablets (e.g. iPad, Nexus, etc.)
• 1st and 2nd Line support experience

Master or Bachelor degree in Engineering/Computer Science /Information Technology
 

• Flexible to work in shifts to maintain overlap with UK working hours.
• Flexible in working outside of core business hours at short-notice.
• Excellent interpersonal and communication skills.
• Work hours and availability
• Hours of work: 27x7x365 in Rotational Shifts.