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

Day-to-day operational support for Microsoft Office 365, including Exchange Online, SharePoint Online, Microsoft Teams, and other Microsoft 365 services

Unified Communications / Messaging / Collaboration technical background 

Provide SME knowledge in Office 365 (Exchange, Teams, Intune), Mimecast, MDM platforms and mobile computing technologies and devices. 

Provide technical support and assistance to end-users of Microsoft Office 365

Troubleshoot and resolve technical issues related to Office 365

Maintain and support Exchange Online, Exchange Online Protection, and Microsoft Azure infrastructure.

Provide effective and efficient support to our users while logging this information into our FreshService ticketing tool.

Field incoming help requests from end users via telephone, e-mail, and ticket logging system in a courteous manner.

Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our change, problem and incident management procedures (based on the ITIL v4 standards).

Ensure that all calls and issues are dealt with in a timely and efficient manner.

Evaluate documented resolutions and analyse trends for ways to prevent future problems.

Identify and learn appropriate software and hardware used and supported by the organisation.

Field incoming help requests from end users via telephone, e-mail, portal, and ticket logging system in a courteous manner.

Escalate calls to the relevant work stream in a timely manner.

Report all suspected information security incidents and breaches.

Understand and adhere to all established CTM and IT policies, standards, and procedures, especially Information Security policies and operational procedures.

Troubleshoot Handoff & access related issues.

Following the asset management procedure, ensure Assets are correctly logged and accurately maintained

QualificationsBachelor's degree in Computer Science, Information Technology, or related field3+ years of experience in managing Exchange Online and Microsoft 365 messaging services2+ years of experience with Microsoft IntuneStrong knowledge of cloud services management and IT infrastructureProficiency in system administration and troubleshootingExperience with enterprise mobility and security solutionsExcellent analytical and problem-solving skillsStrong attention to detail and ability to manage multiple projects efficientlyEffective communication skills, both written and verbalMicrosoft 365 Certified: Enterprise Administrator Expert certification (preferred)Microsoft 365 Certified: Messaging Administrator Associate certification (preferred)Experience with PowerShell scripting for automation (preferred)

Additional Information100% Work from Office (24 X5)No Mobile Phones/storage devices allowed within the floorRotational shifts including Night shiftsCurrent office location is Vikroli however team will move to Thane sometime in Mar’Apr’25