Sanlam is Hiring for Service Desk Agent

Sanlam is currently holding a vacnt post for Service Desk Agent based in Bellville, Western Cape

Closing date: Ongoing
Location: Bellville, Western Cape

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?

Deliver a first line support service via the Service Desk by logging Incidents and Service Requests received telephonically and via e-mail.
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

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Sanlam is currently holding a vacnt post for Service Desk Agent based in Bellville, Western Cape Closing date: OngoingLocation: Bellville, Western Cape 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 […]