Work-Force
The Program Analyst is responsible for proactively and reactively supporting and maintaining IT Desktop Services and infrastructure. This includes effective incident management, fault diagnosis, repair, preventative maintenance, and daily service tasks. The role involves working shifts on a 24/7 rotation to support various customers.
Key Responsibilities:
- Application Maintenance: Maintain and support WNS business applications, ensuring the reliability, availability, and sustainability of information and communication resources.
- Incident Management: Manage and update tickets, prioritize and escalate incidents efficiently to ensure timely resolution.
- Hardware Support: Install, diagnose, maintain, and repair PC hardware, telephony, and related hardware as per business requirements.
- Downtime Minimization: Proactively identify potential risks, suggest, and implement solutions to minimize downtime.
- Incident Response: Respond to business incidents and problems, escalating to higher-level support when necessary.
- Desktop Support: Provide desktop support services to all departments and users related to computer hardware, software, and telecommunications.
- Fault Diagnosis and Repair: Diagnose and repair system faults within agreed Service Level Agreements (SLAs).
- Quality Assurance: Ensure tasks are completed to a high standard and within agreed timescales.
- Escalation: Efficiently escalate incidents to the Tier 3 IT Support Team as required.
- VoIP and Video Conference Support: Configure and support VoIP phones, and ensure availability and functionality of VOIP/Video Conference facilities. Perform daily tests to ensure full operational status.
- Shift Work: Available to work shifts on a 24/7 rotation, including US and UK hours, weekends, and public holidays.
- After Hours Support: Willing to work after hours if required.
Qualifications:
- Education: IT Qualification.
- Minimum Requirement: Grade 12.
Additional Information:
- The role requires flexibility to work various shifts and provide after-hours support as needed.