Jobs at WNS Global Services SA

Job Description

• Real time monitoring for a Line Adherence business model along with Daily/Intraday Reporting•
• Strong analytical skills, attention to detail, positive professional attitude, and the ability to work in a team environment.
• Raising alarms about non-adherence to schedules• Raising prior alarms in case of any risks to meet line adherence goals
• Ensure tight management of FTE requirements and delivery
• Excellent communication skill in oral and written.• Ability to manage allocated tasks and perform them with little supervision• Would be responsible for analyzing data to ensure accuracy

Qualifications

• Grade 12
• WFM Tools Competency i.e., IEX, Aspect, Blue-Pumpkin.
• Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys etc.

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Key responsibilities include:

• Support and maintain WNS business applications and ensure the reliability, availability, and sustainability of ICT resources.
• Manage incidents end-to-end: keep tickets updated, prioritize appropriately, resolve within agreed SLAs, and escalate efficiently when required.
• Provide desktop support across all departments for computer hardware, software, telecommunications, and telephony/VoIP (including configuration and support).
• Install, diagnose, maintain, and repair PC hardware and related equipment as per business requirements.
• Minimize downtime by proactively identifying risks, recommending solutions, and driving preventative actions.
• Escalate issues with documented evidence to relevant
• Tier 2/3 teams and functions (e.g., Server, NMC, IT Security, SDM, Service Delivery), and follow through to closure with full resolution details.
• Adhere to operational and technical escalation processes (escalation matrix) and provide accurate shift handovers and updates to function managers
• Perform operational tasks such as asset tagging, patching, and cabling as required.
• Maintain availability of VoIP/video conferencing facilities, ensuring they are tested daily and fully operational.
• 1–2 years’ experience and strong English communication skills 

Qualifications

• Matric
• A+ITIL Certified
• Tertiary IT Qualification (Beneficial)
• Asset Management and Stock Control Experience (Beneficial)
• Incident Management and Change Management Experience (Beneficial)
• End-User Computing Management & Compliance Experience (including Anti-Virus, Patch-Management etc.) (Beneficial)