Company 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.

Role Summary

Key Responsibilities- Handle escalated tickets and drive them through to resolution.

- Support users across multiple locations via telephone,



onsite, and ITSM tools.- Prioritise and escalate issues based on business impact and urgency.
- Monitor assigned calls from inception to closure and keep users informed at all times.- 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
- Strong problem analysis and diagnosis capability.
- Ability to work under pressure and manage competing priorities.
- Strong verbal and written communication skills.
- Robust prioritisation and escalation handling.
- Ability to work independently on complex incidents.

Qualifications

Bachelor’s Degree

📌 Ref**s ** - Service Desk - 0 to 6 Months - Pune - Wfo
🏢 Wns Global Services
📍 Pune