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IT Support Technician

1 month ago

Johannesburg, South Africa Sanlam Full time

MWL is dedicated to supporting, growing and empowering clients with affordable, simple, and suitable solutions, primarily through telephonic intermediary channels. We have approximately 100 tied sales agents, all dedicated to meeting the financial needs of our clients and prospective clients.

MiWayLife’s vision is to establish a world-class direct financial service business that seeks to:
⦁ offer its clients excellent service, superior value products, and fair treatment always;
⦁ be an employer of choice; and
⦁ be a good corporate citizen and play a meaningful role in the transformation of the Financial Services industry.

MiWayLife’s culture is values-based and is built around the pillars of Accountability, Attitude, Energy Freedom and Professionalism. We are a family of vibrant and energetic free-thinkers, constantly looking to innovate and disrupt.
What will you do?

Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required.
Escalates more complex problems but must manage the incident to completion. Identifies interim and long-term solutions and provides regular updates to the Senior Problem Analyst. Participates in internal forums and work groups to contribute to the methodology and standards.
What will make you successful in this role?

⦁ Offering technical advice to end users. This will include working as part of a team, to share knowledge and work together to increase performance standards.
⦁ Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within the agreed SLA, according to the agreed processes and in a professional and customer sensitive manner.
⦁ Deliver an after hour standby first line support service to end users. This is a Service that is delivered by the Service Desk team on a rotational basis.
⦁ Providing daily feedback to end users on outstanding active calls.
⦁ Manage a variety of tasks and activities which may require adjustments to priorities to satisfy business needs.
⦁ Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.
⦁ Any task given to ensure great service delivery.

Qualification & experience

⦁ Grade 12 or equivalent
⦁ Post Grade 12 Information Technology qualification
⦁ Diploma/Degree in Information Technology would be advantageous
⦁ 2 years working experience on a Service Desk

**Personal attributes**:
⦁ Cultivates innovation
⦁ Client centricity
⦁ Results driven
⦁ Collaboration
⦁ Being resilient
⦁ Interpersonal savvy
⦁ Decision quality
⦁ Action oriented
⦁ Optimises work processes
Qualification and Experience Degree or Diploma and required Certification with 2 to 4 years related experience. Knowledge and Skills Computer installation and repairs Reporting and Administration Services Knowledge Problem Tracking tool Technologies Personal Attributes Communicates effectively - Contributing dependently Decision quality - Contributing dependently Action orientated - Contributing dependently Optimises work processes - Contributing dependently 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 realize their worth. Core Competencies Cultivates innovation - Contributing dependently Customer focus - Contributing dependently Drives results - Contributing dependently Collaborates - Contributing dependently Being resilient - Contributing dependently Turnaround time

**Turnaround times**:
The time taken to complete this process depends on how far you progress and the availability of managers.
Our commitment to transformation

MiWayLife is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.