IT Support & Training Technician at Sanlam Group

Who are we?

Sanlam was established as a life insurance company in South Africa but has since transformed into a diversified financial services group that operates across the African continent, India, Malaysia and selected developed markets, with listings on the Johannesburg, A2X and Namibian stock exchanges. In 2018 the Group celebrated its centenary as well as 20 years since demutualisation and listing in South Africa and Namibia. Sanlam is one of the largest internationally active insurance groups in the world with a presence in 43 countries and has the biggest non-banking financial services footprint on the African continent.

The Group's four business clusters (Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets and Santam) house the Group's business operations. The Group Office provides strategic direction and support to the four clusters, assisting them in realising their strategies and meeting their business objectives. The Group Office is responsible for governance and for the Group's centralised functions, which include: Finance, Actuarial and Risk Management, Strategy, Human Resources, Market Development and Brand Services.

What will you do?

This role will be reponsible for the Infrastrcuture support and e-learning development for the Group Internal Audit division:

Infrastructure Support
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. Escalates more complex problems, but may manage the incident to completion. In addition, managing and monitoring the security in place over Group Internal Audit IT resources. Furthermore, responsible to provide support to internal auditors on the use of Microsoft Office software, as well as the general audit software used in Internal Audit.

eLearning Development
Responsible for the technical packaging of training material using a variety of tools, e.g. Articulate, Camtasia, Handbrake, etc. The technical packaging will include the record and edit of video and audio material. Training related administration will also form part of the role.Furthermore, responsible to provide training to internal auditors on the use of Microsoft Office software, as well as the general audit software used in Internal Audit.

What will make you successful in this role?

Infrastructure Support:

• Deliver a first line support service by logging Incidents and service requests received verbally, 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.

• Manage the availability and security of the Internal Audit IT resources.

• Manage the transfer of electronic data to/ from the various clients as well as the statutory auditors.

• Regular review of IT cost drivers as well as security controls in place to adequately secure Internal Audit IT resources.

• Providing regular feedback to end users on outstanding active calls.

• Provide user support to the internal audit users in respect of the general audit software.  

• Provide desktop support in respect of the use of Microsoft Office packages.

• 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.

• Executing any task given to ensure great service delivery.

eLearning Development:

• Assist with the recording and editing of video and audio material.

• Design the video training based on provided training material.

• Package the final training using a combination of tools, e.g. Articulate, Camtasia, Handbrake, etc.  Training will be provided on any tools to be used for this purpose.

• Assist with training related administration, e.g. provide supporting during online training sessions, assist with research on training topics, ad hoc communication to trainees, manage attendance registers, etc.

• Develop Microsoft Office training material in respect of mainly Excel, Word and PowerPoint.  Microsoft Office training will be provided in support of the development of the training material.

• Setup training interventions and train Internal Audit staff on the use of Microsoft Office packages.

• Setup training interventions and train Internal Audit staff on the use of the internal audit general audit software.  Training to be provided in support of this training and support function.

Qualification and Experience

Education

• Certification in:Microsoft Office (mostly Excel, Word and PowerPoint); AND/ ORField Service engineering/ MCSE (Preferred)

• Certification in Graphic Design, Video and/ or audio editing/ creation (Advantageous)

Experience

• 2 years IT related experience

Knowledge and Skills

Business Requirements Definition

Client Delivery and incident handling

Problem Tracking Tool

Reporting and Administration

Technologies

Personal Attributes

Interpersonal savvy - Contributing independently

Decision quality - Contributing independently

Action orientated - Contributing independently

Optimises work processes - 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

• Cultivates innovation - Contributing independently

• Customer focus - Contributing independently

• Drives results - Contributing independently

• Collaborates - Contributing independently

• Being resilient - 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.