Desktop Support Technician - Claremont, Cape Town at WNS Global Services SA

Key responsibilities include:

• Support and maintain WNS business applications and ensure the reliability, availability, and sustainability of ICT resources.
• Manage incidents end-to-end: keep tickets updated, prioritize appropriately, resolve within agreed SLAs, and escalate efficiently when required.
• Provide desktop support across all departments for computer hardware, software, telecommunications, and telephony/VoIP (including configuration and support).
• Install, diagnose, maintain, and repair PC hardware and related equipment as per business requirements.
• Minimize downtime by proactively identifying risks, recommending solutions, and driving preventative actions.
• Escalate issues with documented evidence to relevant
• Tier 2/3 teams and functions (e.g., Server, NMC, IT Security, SDM, Service Delivery), and follow through to closure with full resolution details.
• Adhere to operational and technical escalation processes (escalation matrix) and provide accurate shift handovers and updates to function managers
• Perform operational tasks such as asset tagging, patching, and cabling as required.
• Maintain availability of VoIP/video conferencing facilities, ensuring they are tested daily and fully operational.
• 1–2 years’ experience and strong English communication skills 

Qualifications

• Matric
• A+ITIL Certified
• Tertiary IT Qualification (Beneficial)
• Asset Management and Stock Control Experience (Beneficial)
• Incident Management and Change Management Experience (Beneficial)
• End-User Computing Management & Compliance Experience (including Anti-Virus, Patch-Management etc.) (Beneficial)