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.

The Technical Analyst Level I, under general supervision, is responsible for providing support to end users on a variety of issues. It is a combination position of Help Desk Support and PC Maintenance.

Primary Duties and Responsibilities:

1. Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.

2. Documents, maintains, upgrades, or replaces hardware and software systems.

3. Supports and maintains user account information including rights, security, and systems groups.

4. Identifies, researches, and resolves technical problems.

5. Responds to telephone calls, email, and personnel requests for technical support.

6. Documents, tracks, and monitors the problem in the Help Desk system to ensure a timely resolution and knowledge article information.

7. Participates in rotating On Call schedule supporting weekend and after-hours incidents.

Other Duties & Responsibilities

1. Other duties as assigned. OE/Lean

1. Actively participates in the implementation of sustainable improvement processes, such as 5S, Kaizen, Total Productive Maintenance (TPM), Daily Management Control, Standard Work and Problem Solving. Note: Management reserves the right to assign or reassign duties and responsibilities to this job at any time.

Education: Associate’s Degree or equivalent

Knowledge, Skills & Abilities: Up to 3 years of hands-on experience working in a PC Support environment. Must have detailed knowledge of MS Windows, Microsoft Office 365, Lotus Notes, Internet, VPN, Mac OS, iOS, Active Directory, Azure, Intune, and have experience in PC support. Must be familiar with personal computer hardware in a break/fix environment and local area networking concepts.

Employee must have exemplary communication (both oral and written), skills. Must be a highly motivated selfstarter, with outstanding interpersonal skills and the ability to work independently and take ownership of a process.

Must be able to work in a team matrix environment, encouraging information sharing and knowledge seeking, and must possess business skills and have the ability to transfer these skills to others.

Employee must have good strong customer service skills; be able to sense and respond appropriately to the feelings, needs and concerns of others. Proven ability to gather critical information and the ability to quickly diagnose problems and provide an immediate solution or escalate the problem to the accountable technical resources for a solution definition, ensuring that the support process loop includes communication back to the customer.

The employee is expected to be self-directed, take initiative and be persistent when appropriate to accomplish necessary duties and keep busy without prompting. Additionally, the employee is expected to be adaptable/flexible to changing work assignments, analytical, organized and detail-oriented, perform multiple tasks at once, compose correspondence and other documentation in a professional manner, express ideas constructively, actively listen to others, manage time effectively and efficiently to meet deadlines, learn and memorize procedures, display a cooperative attitude, read, understand and follow all company, job specific and safety policies/procedures, and attend/use all required training.

Travel: Travel may occur domestically and internationally as required

Work Hours: Must have ability to work the shift/number of hours in which duties need to be accomplished, including overtime, holidays and weekends, as necessary. Call-ins may occur as needed.

Currently requirement is Working from Office or Hybrid model if we get the approval from the client.