http://careers.peopleclick.eu.com/caree ... Code=en-usBusiness Description
One of the largest businesses within the Sanlam Group, Sanlam Employee Benefits (SEB) specialises in the provision of risk, investment and administration services to institutions and retirement funds. Focused on meeting the unique needs of its diverse clients, SEB assists companies in creating and delivering customised employee benefits solutions, including the collection of premiums and communication to fund members.
Position Description
Key Responsibilities
Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
· Respond to request for password reset and account log out from all emails and callers in line with application governance
· Learn fundamental operations of commonly used software, hardware, and other equipment.
· Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
· Other duties as assigned by the IT Operations Manager
· When the restoration is beyond the scope of the Information Security administrator he/she will escalate the issue/problem to proper tier 2 and 3 support team members
· Develop trends by monitoring and analysing incoming calls, problems and support requests
· Ensure courteous, timely and effective resolution of end user issues
· Prioritize and schedule requests and incidents.
· Identify and learn appropriate software and hardware used and supported by the organization
· Perform post-resolution follow ups to help requests
· Reinforce SLAs to manage end-user expectations
Minimum Requirements
· Grade 12 with Mathematics (Not Maths Lit) and Computer Studies
· Excellent Voice Skills
Competencies
Technical Compentencies:
Serve as the single point for Security related issues for Sanlam Employee Benefits.
· Dealing with security related support queries and issues reported to the support desk
· Take ownership and responsibility of issues from start through to a successful resolution
· Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
· Dealing with queries by following departmental procedures for fault resolution
· Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
· Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas
· Maintain adequate knowledge of operating systems and application software used to provide a high level of support
· Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
Behavioural Competencies
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
· Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
· Excellent oral and written communication skills.
· Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired.
· Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
· Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
· Creativity. Ability to think around problems and come up with creative solutions is helpful.
· Ability to work with or without direct supervision.
