REF70203T- Program Analyst-IT, IT Voice Support role, 1 to 2 yrs experience, Bangalore location - Immediate joiners

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.

Manage IT deliverables for Voice support across multiple shift with rotational weekly offs• Have close working relationships with IT support teams, IT service management, business and IT security teams to ensure prompt and appropriate management of user access requests and incidents.• Process client’s requests in line with the organization’s security policies, existing mainframe access control lists.• Display the highest standards of professionalism, email etiquette and ownership in handling each request and driving it to resolution.• Display a team-spirit and work in cohesion to effectively manage requests and sub-tasks.• Manage Deliverables for Voice and Chat support• Access provision on systems within the scope of Offshore team• Routing requests to resolution groups when incidents are not within the scope of the offshore team.• Monitoring the status and progress toward resolution of all open incidents.• Provision of access as per user requirement• Keeping requestors informed on progress made.• Assignment of the incidents, escalating the process related matters, if necessary.• Co-ordination with other support teams and closure• Communicate with Aviva employees, including contractors & vendors, via telephone, email, and other electronic communications regarding requests & their resolution.• Coalesce with sister departments to lend completeness to a request while retaining ownership of the request and being the face of AVIVA IT division to the employee.

Graduate