Desktop Support Technician

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

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

Qualifications

A Matric/Grade 12 Certificate or equivalent

• Tertiary IT qualification (Required)
• MSCE / MCITP (Advantage)
• ITIL Certified (Advantage)