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.

Role Summary

Provide advanced IT service desk support for business applications, systems, infrastructure-related issues, and escalated end-user incidents. The role is expected to handle more complex tickets, perform deeper problem analysis, manage incidents through to resolution, and support junior analysts where required.

Key Responsibilities

• Provide advanced support for incidents and service requests across business applications, systems, and infrastructure areas.
• Handle escalated tickets and drive them through to resolution.
• Support users across multiple locations via telephone, onsite, and ITSM tools.
• Perform fault analysis and identify likely source of application, infrastructure, or reporting issues.
• Prioritise and escalate issues based on business impact and urgency.
• Monitor assigned calls from inception to closure and keep users informed at all times.
• Support and maintain data held within business applications where required.
• Work closely with wider IT teams to meet service expectations and business KPIs.
• Share knowledge with team members to improve overall support capability.
• Follow process controls around ticket updates, reassignment, on-hold handling, and customer-approved resolution.

Required Qualifications

• Graduate in IT / Computer Science
• 1-2 years of experience in IT service desk, application support, end-user support, or business systems support.
• Hands-on experience supporting business applications / IT applications.
• Working knowledge of structured ticketing and escalation environments.

Skills

• Strong problem analysis and diagnosis capability.
• Ability to work under pressure and manage competing priorities.
• Strong verbal and written communication skills.
• Strong prioritisation and escalation handling.
• Ability to work independently on complex incidents.
• Knowledge sharing and support to junior team members.

Tools / Tech Exposure

• ITSM / ticketing tools.
• Active Directory and Exchange Administration.
• Microsoft operating systems and Office environment.
• Business applications / bespoke application support.
• Understanding of IP addressing, NAT, and routing fundamentals.

Bachelor’s Degree