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.
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 in the call centre 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 escalatedaccordingly and efficiently to the Tier 3 It Support Team.
VoIP phone configuration and support
Ensure availability of the organisations VOIP / Video Conference facilities and ensure it is tested daily and fully
Qualifications Required :
A Matric / Grade 12 Certificate or equivalent
MSCE / MCITP (Required)
ITIL Certified (Advantage)
Experience, Knowledge, Skills and Attributes Required :
At least 2 years’ experience in an application support role (Desirable)
At least 2 years’ experience working within a BPO environment or similar. (Desirable)
At least 2 years’ experience in a Microsoft Windows desktop support role (Required)