Date: 7 Oct 2024
Location: Bellville, Western Cape, ZA
Company: Sanlam Group
Who are we?
Sanlam Group Technology is a key component of the Sanlam Group, responsible for providing a digitally enabled technology service across the organization. It serves as a Group Centre of Excellence (COE), driving business transformation through digital and data architecture while ensuring Cyber and Information Security resilience. Additionally, the department operates various technology platforms, shared services, and governs technology risks across the group.
What will you do?
In this role, you will be responsible for offering timely and efficient responses to IT user queries and problems. This involves logging and coordinating the resolution of basic system issues for both new and existing systems, as well as offering telephonic training to users when required. You will escalate more complex issues while managing incidents to completion and will also provide regular updates to the Senior Problem Analyst. You will participate in internal workgroups and forums to contribute to the methodology and standards for problem resolution.
What will make you successful in this role?
- Provide first-line support via the Service Desk by logging incidents and service requests from users received via phone or email.
- Offer technical advice to end users and work collaboratively as part of a team to enhance service performance.
- Actively troubleshoot, assess, record, resolve, or escalate incidents, ensuring they are handled within the agreed Service Level Agreements (SLA).
- Deliver after-hours standby support service on a rotational basis.
- Provide daily feedback to end users on outstanding active calls.
- Manage tasks and prioritize based on business needs, ensuring deadlines are met individually and as part of a team.
- Perform any tasks assigned to ensure excellent service delivery.
Qualification and Experience
Qualifications
- Grade 12
- ITIL Foundation certification (preferred)
- A+ and N+ certifications (preferred)
- Diploma/Degree in Information Technology (advantageous)
Experience
- 2 years of working experience as a Service Desk Agent
Knowledge and Skills
- Client delivery and support
- Reporting and administration
- Understanding of technologies
- Business requirements definition
- Experience with problem tracking tools
Personal Attributes
- Interpersonal savvy
- Decision quality
- Action-oriented
- Optimizes work processes
Core Competencies
- Being resilient
- Collaboration
- Innovation cultivation
- Customer focus
- Driving results
Build a successful career with us
Sanlam is dedicated to building strong, long-lasting relationships with employees and helping them achieve their career and personal development goals. The Group operates through five business clusters: Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, MiWay, and the Group Office, providing many opportunities for growth.
Turnaround time
The shortlisting process will begin once the application due date has passed. The timeframe will depend on your progress in the process and the availability of hiring managers.
Our commitment to transformation
The Sanlam Group is committed to transformation and diversity. We strive to create a diverse, inclusive, and equitable workplace as these elements are key to ensuring business sustainability. The Group's Employment Equity plan and targets will be taken into account during the selection process.
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