Senior Program Analyst - EIT at WNS Global Services SA

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.
• Available to work shifts on a 24/7 rotation supporting US and UK hours, weekends, public holidays etc.
• Willing to work after hours if required 
• Attend to all the calls forwarded by the EIT Service Desk and by the Incident management team.
• Ensure calls are resolved within the SLA agreed upon with documented closure under the service desk tool.
• Escalate with documented evidence to the next level as and when required, to the respective teams (Server, NMC, IT Security, IT SDM & Service delivery) and follow up on its closure with a complete resolution.
• Ensure adherence to operational & technical escalation process (escalation Matrix)
• Provide accurate information in the shift handovers and on email to the respective function managers.
• Asset Tagging, Patching, and cabling of the relevant function Assets
• Good communication skills (in English) with internal & external clients of WNS
• 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 2/3 IT Support Team.
• Ensure availability of the organizations VOIP/ Video Conference facilities and ensure it is tested daily and fully.
• Available to work shifts on a 24/7 rotation supporting US and UK hours, weekends, public holidays etc.
• Willing to work after hours if required

Qualifications

• Matric
• A+
• ITIL Certified (Beneficial)
• 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)