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 escalate 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
• 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
Qualifications
IT Qualification
Grade 12 minimum
Additional Information
