Service Desk Agent at Sanlam Private Wealth

Job description

Position Details

Sanlam IT Infrastructure Shared Services (ITISS) is a centralised shared services business providing IT services to participating businesses in the Sanlam Group. The service provided by ITISS is based on commercial principles. The foundation of the shared services business model is a constant drive for consolidation, standardisation, automation and optimisation. These services include Infrastructure platform provisioning, applications hosting, service management, IT infrastructure architecture, infrastructure applications, security and supporting services as well as Group services.

Position Description

• The Service Desk Agent is a member of a team providing a professional customer sensitive and responsive support, fault resolution and quality advice service, which ensures the maximum availability, performance and utilisation of information systems for the end users of Sanlam.
• The successful candidate, a patient well-spoken individual with good telephone etiquette, will be responsible for a systematic, disciplined and analytical approach to problem solving and ensuring that agreed procedures and standards are met. Key Responsibilities
• Deliver a professional 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, in order 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 in order to satisfy business needs.
• Work within defined deadlines as part of a team and on an individual basis ensuring assigned work is effectively managed.
• Adhoc task given that ultimately ensure continuous service delivery

Minimum Requirements

Qualifications

• Matric
• A+ or any entry level IT qualification will be to the advantage of the successful candidate

Experience

• Understanding of ITIL working practices
• Computer literate
• Previous experience in a Call Centre and/or Service Desk environment
• Knowledge of the Sanlam and or Santam Applications and Systems will be to the advantage of the successful candidate
• Broad knowledge of IT Products, services and terminology

Competencies

• Strong Customer Focus
• Teamwork
• Excellent decision making skills.
• Effectiveness
• Problem solving/Analytical ability
• Able to work independently
• Resilience
• Self-Motivated
• Promoting excellence and commitment towards Employment Equity.