Sanlam Careers | Service Desk Agent

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?
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 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 Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development. Core Competencies Being resilient – Contributing independently Collaborates – Contributing independently Cultivates innovation – Contributing independently Customer focus – Contributing independently Drives results – Contributing independently Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 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.