Senior Program Analyst - IT at WNS Global Services

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)