Desktop Support Engineer

About the role

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 A Matric/Grade 12 Certificate or equivalent - Tertiary IT qualification (Required) - MSCE / MCITP (Advantage) - ITIL Certified (Advantage)

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Company Intel

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