Senior Program Analyst

3 weeks ago

Cape Town, South Africa WNS Global Services SA Full time

Job title : Senior Program Analyst - EIT Job Location : Western Cape, Cape Town Deadline : December 07, 2025 Quick Recommended Links Jobs by Location Job by industries 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) Research / Data Analysis jobs #J-18808-Ljbffr

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