IT Service Desk Consultant

6 days ago

Cape Town, South Africa Sanlam Full time

Who we are?
Sanlam Investments Group is one of South Africa’s largest investment management companies. We have a performance history spanning over 100 years, and offer a range of investment and financial planning solutions to protect and grow the long-term wealth of our clients.

**We take particular pride in**:

- Sanlam’s longevity and innovation
- People, teamwork and values
- A culture of diversity and commitment to growing our own timber
- Our robust, tested and proven pragmatic investment process and philosophy

Our local and offshore investment products cover the full investment spectrum: active and passive; single and multi-manager - both locally and internationally. Our active funds range are managed according to our pragmatic value investing style. What will you do?
I.T Support Responsibilities
- Responsible for monitoring the SCI Ticket Management System and the Support Inbox where SCI staff and other 3rd party support desks log incidents and work requests for the SCI IT team respectively.
- Assigning / Re-assigning / Escalating requests and incidents received by the business.
- Collaborating with all 3rd party resolver teams to ensure the timeous resolution of incidents and requests
- Responsible for SCI Support user administration including onboarding of new starters and off boarding of leavers.
- Responsible for distributing incidents and work requests, monitoring progress and providing feedback to business users until issues are resolved.
- Responsible for filing and archiving SCI support documents.
- Contributing to the improvement of the SCI IT Support Services through quality assessment, initiative and innovation.
- First Time Fix Resolution of issues reported to the service desk.
- Monitoring the SLA performance of 3rd party service providers and escalating SLA breaches and/or concerns to management.
- Identify and neutralise potential risks and challenges within the IT support service.
- Responsible for all audit related administration tasks.
- Creating relevant business continuity & training documentation.
- Service desk monthly reporting

Incident Management
- Responsible for ensuring effective communication to manage customer expectations.
- Tracking of Major Incidents
- Creating Incident Reports and ensuring incident reports are received from 3rd party resolvers
- Maintaining the I.T knowledge base

Silica Central User Administration
- Responsible for user admin (New users, password reset, user role allocation and user off-boarding) on the Silica Central System and providing feedback to users.

Silica Service Desk
- Responsible for logging AWD user admin requests (New users, password reset, user role allocation and user off-boarding) with Silica Service desks and monitoring and driving to conclusion.
- Responsible for logging incidents and work requests with Silica Service desks and monitoring and driving to conclusion
- Responsible for preparing Silica incident reports

ITISS Service Desk & SRS’s
- Responsible for providing feedback to the ITISS Service Desk for incidents originating at ITISS.
- Responsible for logging ITISS Service Requests (SRS’s) and monitoring and driving to conclusion.
- Responsible for keeping an asset register of local hardware and coordinating with ITISS to align asset registers. What will make you successful in this role?

Minimum Requirements
- Relevant tertiary qualification. (e.g. Information Systems)
- 2-4 years IT Support related experience will be beneficial.

Technical Competencies
- Proficiency in Microsoft Excel and the Microsoft Office Suite in general.
- Good understanding of the traditional software development & support lifecycle.
- Data analysis and reporting skills and experience will be beneficial

Behavioral Competencies
- A willingness to learn.
- Strong attention to detail and proactive attitude.
- Ability to organize and prioritize.
- Shows initiative and ability to work independently.
- Excellent communication skills both written and verbal in English.
- Excellent interpersonal skills and an ability to operate in a team.
- Client focussed thinking.
- Friendly and patient with users.

Qualification and Experience Grade 12 and Diploma/Certificate with 2 to 4 years related experience. Knowledge and Skills Client Delivery and incident handling Reporting and Administration Technologies Business Requirements Definition Problem Tracking Tool Personal Attributes Action orientated - Contributing independently Decision quality - Contributing independently Optimises work processes - Contributing independently Interpersonal savvy - Contributing independently Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam

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