Desktop Support Technician

WNS; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

WNS is seeking a Snr Program Analyst to reactively and proactively support IT Desktop Services & infrastructure. The role requires 24/7 shift coverage to support multiple customers, maintaining applications, and ensuring reliability of information resources.

Responsibilities include incident management, fault diagnosis, repair, and proactive maintenance, with escalation to Tier 3 when needed, and VoIP configuration/monitoring to ensure daily availability.

Qualifications

• Matric/Grade 12 or equivalent.
• Tertiary IT qualification required.
• MSCE/MCITP advantageous.
• ITIL certification advantageous.

Responsibilities

• Maintain and support IT Desktop Services & infrastructure.
• Handle incident management, fault diagnosis, repair, and preventative maintenance.
• Provide desktop support across departments for computer hardware, software and telecoms.
• Respond to incidents within SLA and escalate to Tier 3 IT Support when required.
• Configure and support VoIP and video conference facilities.
• Ensure 24/7 shift coverage and proactive downtime minimization.

Education

Matric/Grade 12 Certificate

Tertiary IT qualification

MSCE / MCITP

ITIL Certified

Tools

VoIP configuration

Job description

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.

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 upscale 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)