Senior Program Analyst – Desktop Support

About the role

WNS, part of Capgemini, is looking for a Senior Program Analyst to support and maintain its IT Desktop Services and infrastructure in Cape Town. The role works on a 24/7 rotating shift basis to serve various customers, handling incident management, fault diagnosis, repair, preventative maintenance and daily service tasks.

Key responsibilities

• Maintain and support WNS business applications and keep information and communication resources reliable, available and sustainable.
• Keep tickets up to date and manage, prioritise and escalate incidents efficiently.
• Install, diagnose, maintain and repair PC hardware, telephony and related hardware as required.
• Respond to business incidents, diagnose and repair system faults within agreed SLAs, and escalate them to the Tier 3 IT Support Team when needed.
• Provide desktop support to all departments and users for computer hardware, software and telecommunications.
• Configure and support VoIP phones, and ensure VOIP and video conference facilities are available and tested daily.
• Proactively identify risks, suggest and drive solutions, and complete tasks to a high standard and agreed timescales.

Required profile

• Matric/Grade 12 certificate or equivalent.
• Tertiary IT qualification (required).
• Ability to work shifts on a 24/7 rotation.

Required skills

• MSCE / MCITP (Advantage)
• ITIL certification (advantage)