Sgt Onsite End User Support

4 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?**
- Dedicated On site Support for Santam Contact Center users. To support End users at the Contact Center and to ensure maximum uptime and productivity for all users(Minimum downtime/impact for users as a result of IT issues and requests within SGT’s control). Responsible for the timely and effective response to IT user queries and problems.**What will make you successful in this role?**
- Core responsibilities:
- Assist users with day to day IT issues
- Provide constant feedback regarding progress of SGT related issues, request and escalations to end-users
- Assist to get new users operational
- Troubleshooting Application issues including MS Teams and MS Office
- Escalating issues that cannot be resolved timeously
- Assisting users to Log SRS and Incidents (CA & Jira)
- Concluding incidents on the CA and SRS system
- Provide update on Jira calls if needed
- Provide Remote support for WFH users
- Coordinating with third parties and Internal SGT teams
- First line Telephony support
- Managing and supporting incidents logged within SLA agreements
- Provide feedback on outstanding Open incidents and requests logged on CA
- Coordinating major Incidents and assist SGT IM during Major Incidents reported
- Assisting and implementing projects as required
- Providing First Line Support diagnosis and support for Output Device services
- Ad Hoc Reporting
- Other:
- Good people management skill
- Problem solving skill
- Time management - prioritizing important issues
- Be able to work under pressure
- Excellent communication skills(Verbal and Written)
- Qualification and Experience**Qualifications**
- Grade 12/Matric

**Experience**
- 2 - 3 Years experience in an IT Service Desk environment
- Background in IT Services with an emphasis on Service Management
- Call Center Support experience will be advantageous
- Sound knowledge and experience of ITIL practices.
- Understanding of Santam Applications and Business processes will be advantageous
- Understanding and experience in Avaya Call Center Telephony

**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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