Senior Program Analyst - EIT

WNS Global Services SA; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading global service provider in Cape Town is looking for a Senior Program Analyst to support and maintain IT Desktop Services. Responsibilities include incident management, hardware maintenance, and providing desktop support across departments. The ideal candidate has IT qualifications, strong communication skills, and is willing to work shifts on a 24/7 rotation.

Qualifications

• Experience in Asset Management and Stock Control is beneficial.
• Experience in Incident Management and Change Management is beneficial.
• End-User Computing Management experience required.

Responsibilities

• Support and maintain IT Desktop Services & infrastructure.
• Manage tickets, incidents, and prioritize tasks.
• Provide desktop support services to users.

Skills

Incident Management

Fault Diagnosis

PC Hardware Maintenance

Good communication skills

Education

Matric

A+

ITIL Certified

Tertiary IT Qualification

Job description

Job title : Senior Program Analyst - EIT

Job Location : Western Cape, Cape Town

Deadline : December 07, 2025

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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 elevate 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 2 / 3 IT Support Team.
• Ensure availability of the organization's VOIP / Video Conference facilities and ensure it is tested daily and fully.
• Available to work shifts on a 24 / 7 rotation supporting US and UK hours, weekends, public holidays etc.
• Willing to work after hours if required.
• Attend to all the calls forwarded by the EIT Service Desk and by the Incident management team.
• Ensure calls are resolved within the SLA agreed upon with documented closure under the service desk tool.
• Escalate with documented evidence to the next level as and when required, to the respective teams (Server, NMC, IT Security, IT SDM & Service delivery) and follow up on its closure with a complete resolution.
• Ensure adherence to operational & technical escalation process (escalation Matrix).
• Provide accurate information in the shift handovers and on email to the respective function managers.
• Asset Tagging, Patching, and cabling of the relevant function Assets.
• Good communication skills (in English) with internal & external clients of WNS.

Qualifications

• Matric
• A+
• ITIL Certified (Beneficial)
• Tertiary IT Qualification (Beneficial)
• Asset Management and Stock Control Experience (Beneficial)
• Incident Management and Change Management Experience (Beneficial)
• End-User Computing Management & Compliance Experience (including Anti-Virus, Patch-Management etc.) (Beneficial)
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