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Program Analyst-IT, IT Service Desk
Job Description
- Manage IT deliverables for Voice support across multiple shifts with rotational weekly offs
- Maintain 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 requests in line with the organization's security policies and existing mainframe access control lists
- Display the highest standards of professionalism, email etiquette, and ownership in handling each request and driving it to resolution
- Work in cohesion with the team to effectively manage requests and sub-tasks
- Manage deliverables for Voice and Chat support, including access provision on systems within the scope of the offshore team
- Route requests to resolution groups when incidents are outside the offshore team's scope
- Monitor the status and progress toward resolution of all open incidents
- Provide access as per user requirements and keep requestors informed on progress
- Assign incidents and escalate process-related matters when necessary
- Coordinate with other support teams for issue closure
- Communicate with Aviva employees, including contractors and vendors, via telephone, email, and other electronic communications regarding requests and their resolution
- Collaborate with sister departments to complete requests while retaining ownership and being the face of AVIVA IT division to employees
More Info
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Key Skills
Access Provisioning
Voice & Chat Support
Stakeholder Coordination
Service Desk Operations
About Company
WNS-Vuram is the global hyperautomation wing of WNS, with a specialization in low-code enterprise automation. Since its inception, the company has maintained 1% customer success and customer references. Powered by passionate people, WNS-Vuram is committed to driving digital transformation for organizations worldwide through an Empathy-First Technology-Nextapproach. WNS-Vuram has received several prominent recognitions from Inc. 5, HFS Research, ISG, Entrepreneur India, Fast Company, and Great Place to Work, among others.