Senior Desktop & IT Infrastructure Support (24/7)

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

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.