REF68046I – L2 Production Support (Zoho Desk) – (2-3Yrs) Senior Program Analyst – WTS

Company Description

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.

Job Description

We are looking for a highly motivated and skilled L2 Application Support Specialist with 2-3 years of experience in application support and expertise in using ticketing tools like Zoho Desk. This role will focus on providing support for our internal and external users, ensuring seamless service delivery and resolving technical issues effectively.

Key Responsibilities:

• Provide Level 2 support for application-related issues, primarily using Zoho Desk, to troubleshoot and resolve user-reported problems.
• Serve as the main point of contact for escalated tickets from L1 support, ensuring that issues are diagnosed, prioritized, and resolved promptly.
• Assist in identifying, analyzing, and resolving application bugs, system errors, and user queries in Zoho Desk.
• Collaborate with cross-functional teams to ensure smooth integration and functionality of the application.
• Monitor and track ticket status, providing timely updates to end users and ensuring customer satisfaction.
• Document solutions and create knowledge base articles for recurring issues to streamline the support process.
• Perform root cause analysis on recurring issues and work with developers or system admins to find permanent solutions.
• Participate in system upgrades, patches, and new releases, ensuring that they are successfully deployed with minimal disruption.
• Maintain SLA (Service Level Agreement) adherence for ticket resolution and ensure timely delivery of resolutions.
• Ensure proper documentation of technical issues, solutions, and knowledge sharing for future reference.

Required Skills & Qualifications:

• 2-3 years of experience in application support, preferably with Zoho Desk or other similar ticketing tools.
• Strong troubleshooting skills and the ability to identify and resolve issues efficiently.
• Familiarity with basic ITIL processes and incident management.
• Strong communication skills, both written and verbal, to interact with internal teams and end users.
• Ability to work in a fast-paced environment, manage multiple tasks, and prioritize effectively.
• Experience working in a customer service-driven environment with a focus on providing excellent support.
• Basic knowledge of application monitoring and performance tracking.

Preferred Qualifications:

• Experience with other ticketing tools (e.g., Jira, ServiceNow) is a plus.
• Familiarity with database management, queries, and scripting.
• Knowledge of system integration and APIs is a bonus.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

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