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