Snr Program Analyst

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. Qualifications A Matric/Grade 12 Certificate or equivalent. • Tertiary IT qualification (Required). • MSCE / MCITP (Advantage). • ITIL Certified (Advantage).