Job Description

The purpose of the Snr Program Analyst role is to reactively and proactively support and maintain the IT Desktop Services & infrastructure through effective incident management, fault diagnosis, repair, preventative maintenance and daily service tasks. This role requires working shifts on a 24/7 rotation to support various customers.

These tasks include but are not limited to:

• Maintaining and supporting the WNS business applications, and ensuring the reliability, availability and sustainability of information and communication resources.
• Ensure that tickets are kept updated and incidents are managed, prioritized and escalated efficiently.
• Installation, diagnosis, maintenance and repair of PC hardware, Telephony and related hardware as per business requirements
• Ensure minimum downtime, proactively identify potential risks and suggest and drive solutions.
• Respond to the business incidents and problems and escalate incidents when required.
• Responsible for providing desktop support services to all departments and desktop users related to the operation of computer hardware, software and telecommunications
• Respond, Diagnose and repair system faults within agreed SLA’s
• Ensure tasks are completed to a high standard and to agreed timescales
• Ensure that incidents are escalated accordingly and efficiently to the Tier 3 IT Support Team.
• VoIP phone configuration and support
• Ensure availability of the organizations VOIP/ Video Conference facilities and ensure it is tested daily and fully
• Keep abreast of latest technology and process improvements with focus on continuous improvement
• Ensure all systems are compliant and maintained accordingly
• Minimize escalations
• Willing to work shifts on a 24/7 rotation.
• Willing to work after hours if and when required

Qualifications

Qualifications Required:

• A Matric/Grade 12 Certificate or equivalent
• MSCE / MCITP (Advantage)
• ITIL Certified (Advantage)

Experience, Knowledge, Skills and Attributes Required:

• At least 2 years’ experience in an application support role (Advantage)
• At least 2 years’ experience working within a BPO environment or similar. (Advantage)
• At least 2 years’ experience in Asset management/control (advantage)
• Incident and change management experience (advantage)
• At least 2 years’ experience in a Microsoft Windows desktop support role (Required)