Service Desk Agent

2 months ago

Bellville, South Africa Sanlam Full time

**Who are we?**

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

**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 and Experience**Qualifications**
- Grade 12
- ITIL Foundation certified preferable
- A+ and N+ certification preferable
- Diploma/Degree in Information Technology would be advantageous

**Experience**
- 2 years working experience on a Service Desk Agent

**Knowledge and Skills**
- Client Delivery- Reporting and Administration- Technologies- Business Requirements Definition- Problem Tracking Tool**Personal Attributes**
- Interpersonal savvy - 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 realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.**Core Competencies**
- Being resilient - Contributing dependently- Collaborates - Contributing dependently- Cultivates innovation - Contributing dependently- Customer focus - Contributing dependently- Drives results - Contributing dependently**Turnaround time**Our commitment to transformation**

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.

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