Job Description

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.



The purpose of the 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: xe2x80xa2 Maintaining and supporting the WNS business applications, and ensuring the reliability, availability and sustainability of information and communication resources. xe2x80xa2 Ensure that tickets are kept updated and incidents are managed, prioritized and escalated efficiently. xe2x80xa2 Installation, diagnosis, maintenance and repair of PC hardware, Telephony and related hardware as per business requirements xe2x80xa2 Ensure minimum downtime, proactively identify potential risks and suggest and drive solutions. xe2x80xa2 Respond to the business incidents and problems and escalate incidents when required. xe2x80xa2 Responsible for providing desktop support services to all departments and desktop users related to the operation of computer hardware, software and telecommunications xe2x80xa2 Respond, Diagnose and repair system faults within agreed SLAxe2x80x99s xe2x80xa2 Ensure tasks are completed to a high standard and to agreed timescales xe2x80xa2 Ensure that incidents are escalated accordingly and efficiently to the Tier 3 IT Support Team. xe2x80xa2 VoIP phone configuration and support xe2x80xa2 Ensure availability of the organizations VOIP/ Video Conference facilities and ensure it is tested daily and fully xe2x80xa2 Willing to work shifts on a 24/7 rotation xe2x80xa2 Willing to work after hours if required

Qualifications

IT Qualification

Grade 12 minimum

WNS Global Services