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.

Roles1. Service Desk Manager: Oversees the operations, sets service standards, and ensures SLA compliance.Responsibilities1. Incident Management: Resolving user-reported IT issues efficiently to minimize disruptions.2. Request Fulfillment: Handling service requests such as user account setups, software installations, etc.3. Knowledge Management: Creating and maintaining a knowledge base for common issues and resolutions.4. Monitoring and Escalation: Tracking incident progress and escalating issues if they cannot be resolved at the first level.5. Change Management Support: Assisting in the implementation of IT changes while minimizing impact on business operations.6. Customer Communication: Keeping users updated on the status of their tickets and overall service health.7. Service Level Agreement (SLA) Compliance: Ensuring all tasks are completed within agreed timelines.8. Reporting and Analytics: Analysing ticket trends and performance metrics to improve service quality.

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