Desktop Support Technician

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

A Matric/Grade 12 Certificate or equivalent

• Tertiary IT qualification (Required)

• MSCE / MCITP (Advantage)

• ITIL Certified (Advantage)