Desktop Support Technician

1 week ago

Cape Town, South Africa WNS Global Services Full time

Responsibilities 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. Maintaining and supporting the WNS business applications and ensuring the reliability, availability, and sustainability of information and communication resources. Ensure tickets kept updated and incidents 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 business incidents and problems and escalates 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 SLAs. Ensure tasks completed to a high standard and to agreed timescales. Ensure incidents escalated accordingly and efficiently to the Tier 2 / 3 IT Support Team. Ensure availability of the organization's VoIP / Video Conference facilities, test daily and ensure fully operational. 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 Matric 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) Remote Work No Employment Type Full-time Key Skills Mac OS Active Directory Desktop Support Computer Networking Mobile Devices Windows Remote Access Software SCCM Help Desk Operating Systems Remedy Troubleshooting Experience years Vacancy 1 #J-18808-Ljbffr

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