Desktop Support Technician

SmartRecruiters, Inc.; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

WNS, part of Capgemini, is seeking a Senior Program Analyst to support and maintain IT Desktop Services and infrastructure. The role involves 24/7 shift coverage to assist multiple customers and ensure high availability of applications and communications systems.

Primary tasks include incident management, hardware troubleshooting, VoIP configuration, and proactive maintenance to minimize downtime and maximize service quality across departments.

Qualifications

• Matric/Grade 12 or equivalent is required.
• Tertiary IT qualification is required for this role.

Responsibilities

• Maintain and support IT desktop applications and infrastructure to ensure reliability and availability.
• Manage and escalate incidents in line with SLA performance.
• Install, diagnose, maintain and repair PC hardware and telephony equipment as required.
• Identify potential risks and proactively drive solution improvements to minimize downtime.
• Respond to incidents promptly and coordinate with Tier 3 IT Support when needed.
• Provide desktop support to all departments and users for computer hardware, software and communications.
• Configure and support VOIP and video conferencing facilities and services.

Skills

IT support

Desktop troubleshooting

VoIP/Video conferencing

Customer service

Education

Matric/Grade 12 Certificate or equivalent

Tertiary IT qualification

Tools

VOIP systems

Telephony hardware

Job 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 escalated 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)