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  • Posted: Aug 30, 2021
    Deadline: Not specified
  • Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
    Read more about this company


    Senior Program Analyst - IT

    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 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)


    Method of Application

    Interested and qualified? Go to WNS Global Services on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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