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.Job DescriptionThe 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. Tasks include but are not limited to:Maintaining and supporting the WNS business applications, ensuring the reliability, availability and sustainability of information and communication resources.Ensuring 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.Ensuring minimum downtime, proactively identifying potential risks and suggesting and driving solutions.Responding to business incidents and problems and escalating incidents when required.Providing desktop support services to all departments and desktop users related to the operation of computer hardware, software and telecommunications.Responding, diagnosing and repairing system faults within agreed SLA's.Ensuring tasks are completed to a high standard and to agreed timescales.Escalating incidents accordingly and efficiently to the Tier 3 IT Support Team.Configuring and supporting VoIP phones.Ensuring availability of the organization's VOIP/Video Conference facilities and ensuring it is tested daily and fully.Being 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.
#J-18808-Ljbffr
