Helpdesk Support Administrator at Sanlam Group

Sanlam Developing Markets (SDM) (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market. It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans. In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group. There are four businesses within the SA Retail Mass cluster, namely; Group Benefits, Individual Life, Safrican Insurance and African Rainbow Life.

What will you do?

• Provides helpdesk support service.
• Investigates hardware and software issues telephonically.
• Analysing and solving problems.
• Ensuring customer satisfaction.
• Log calls received with the IT helpdesk.
• Escalate old and unsolved calls within the department.
• Ensure that call category is appropriate to the call description.
• Provide quality support on incidents and escalations.
• Basic troubleshooting abilities.
• Analysing and interpreting the requests from customer and calls.
• Ensure the quick resolution of faults for the user and/or keep client updated on the progress in relation to the resolution of the fault.
• Addressing issues logged by Clients.
• Tracking and updating logged requests.
• Service Desk / Server / Desktop Support.
• Troubleshoot Hardware and Software issues around technologies.

What will make you successful in this role?

• Matric/ Grade 12
• 1 Year or more experience in technical support environment
• Technical troubleshooting experience
• 1 year to 3 years’ Service Desk or Call Centre Experience preferably at an ISP or software support environment
• Knowledge and experience of insurance and intermediary business.
• Sound knowledge of the Financial Advisory and Intermediary Services Act (FAIS) would be a distinct advantage

Qualification And Experience

• Grade 12 with 1 to 2 years related experience.

Knowledge And Skills

• Processing transactions and conduct simple calculations
• Data collection and analysis
• Record keeping, filing and maintenance of databases
• Maintain work standards and quality verification

Personal Attributes

• Plans and aligns - Contributing dependently
• Communicates effectively - Contributing dependently
• Action orientated - Contributing dependently
• Optimises work processes - Contributing dependently