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

•         Willing to work shifts on a 24/7 rotation.

•         Willing to work after hours if required

Qualifications
Qualifications Required:

•         A Matric/Grade 12 Certificate or equivalent

•         Tertiary IT qualification (Required)

•         MSCE / MCITP (Advantage)

•         ITIL Certified (Advantage)