Desktop Support Technician

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) 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 built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The Program Analyst role is responsible for reactive and proactive support of IT Desktop Services and related infrastructure through incident management, fault diagnosis, repair, preventative maintenance, and daily service tasks.

The role operates on a 24/7 shift rotation (including US/UK hours, weekends, and public holidays) and may require after-hours work when needed

Key responsibilities include:

• Support and maintain WNS business applications and ensure the reliability, availability, and sustainability of ICT resources.
• Manage incidents end-to-end: keep tickets updated, prioritize appropriately, resolve within agreed SLAs, and escalate efficiently when required.
• Provide desktop support across all departments for computer hardware, software, telecommunications, and telephony/VoIP (including configuration and support).
• Install, diagnose, maintain, and repair PC hardware and related equipment as per business requirements.
• Minimize downtime by proactively identifying risks, recommending solutions, and driving preventative actions.
• Escalate issues with documented evidence to relevant
• Tier 2/3 teams and functions (e.g., Server, NMC, IT Security, SDM, Service Delivery), and follow through to closure with full resolution details.
• Adhere to operational and technical escalation processes (escalation matrix) and provide accurate shift handovers and updates to function managers
• Perform operational tasks such as asset tagging, patching, and cabling as required.
• Maintain availability of VoIP/video conferencing facilities, ensuring they are tested daily and fully operational.
• 1–2 years’ experience and strong English communication skills 

• Matric
• A+ITIL Certified
• 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)