Desktop Support Technician

3 weeks ago

Cape Town, South Africa WNS Full time

Desktop Support Technician – WNS Cape Town WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management 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 is a leader in Business Process Outsourcing (BPO) in South Africa, with a growing presence across the continent. We employ over 4,000 people across eight delivery centers in South Africa and are committed to providing a culture of outperformance, engagement, celebration, and community impact through the WNS Cares Foundation. Location: Cape Town, Western Cape, South Africa About the Role The Desktop Support Technician supports and maintains the IT Desktop Services & infrastructure through incident management, fault diagnosis, repair, preventative maintenance, and daily service tasks. The role requires working shifts on a 24/7 rotation to support U.S. and U.K. hours, weekends, public holidays, and after‑hours periods. Responsibilities Maintain and support the WNS business applications, ensuring reliability, availability and sustainability of information and communication resources. Keep tickets updated and manage incidents—prioritizing, troubleshooting, and escalating efficiently. Install, diagnose, maintain and repair PC hardware, telephony, and related equipment per business requirements. Proactively identify potential risks, suggest and drive solutions, minimizing downtime. Respond to business incidents and problems and appropriately escalated issues. Provide desktop support to all departments and users regarding computer hardware, software, and telecommunications. Diagnose and repair system faults within agreed SLA’s; ensure high‑quality task completion and adherence to timelines. Escalate incidents to the Tier 3 IT Support Team and coordinate resolution. Attend calls forwarded by the EIT Service Desk and Incident Management Team; resolve within the SLA. Perform asset tagging, patching, and cabling of relevant function assets. Maintain accurate shift handover information and email updates to function managers. Support and test VOIP/video‑conference facilities daily. Work 24/7 shifts covering U.S. and U.K. hours, weekends, public holidays, and after‑hours as required. Qualifications Matric (High School Diploma) A+ Certification ITIL Certification (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) Excellent communication skills in English with internal & external clients. Seniority Level Entry level Employment Type Full‑time Job Function Information Technology Industries Outsourcing/Offshoring Additional Information Referrals increase your chances of interviewing at WNS by 2x. Sign in to set job alerts for “Desktop Support Technician” roles. #J-18808-Ljbffr

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