• Job Description

  Req#: 24376

  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?

  As a EUC Back Office support, the individual will be the face of the Technology Team. Along with the team the incumbent will handle the EUC remote support for WFO and WFH users including technical incidents, and requests from the Business, offering a professional, courteous, speedy, and effective service to ensure the least possible disruption to the Sanlam business. Ensure that incidents and problems are kept up to date on Sanlam call logging system.

  What will make you successful in this role?

  • Provide remote end user support.
  • Ensure the following:
    • incidents and requests logged on Sanlam call logging system are attended to timeously.
    • the incident or request are kept up to date with descriptive information.
    • the client is operational within the set SLA.
    • sufficient information is present in the ticket before assigning to a different support group.
  • Look beyond symptoms to identify and resolve Root Causes.
  • Be able to follow Instructions and Procedures.
  • Continuous Learning and Researching.
  • Identify opportunities to further improve the number of tickets resolved on first contact.
  • Contribution to the Knowledge Base.
  • Assisting FSE”™s in the field when needed.
  • Identify re-occurring issues/incidents.
  • Provide input to the Problem Management Forum.

  Qualifications and Experience

  Qualifications

  • Grade 12
  • ITIL qualification would be advantageous
  • Microsoft qualification
  • Hardware qualification

  Experience

  • At least 5 years working experience with an IT Support Services environment
  • Technical:
    • SCCM
      • Application management (Competent)
      • OS deployment (Proficient)
      • Software updates (Proficient)
      • Compliance (Competent)
      • Inventory (Competent)
      • Remote control (Expert)
      • Proficient with understanding SCCM logs on the endpoint.
    • Operating System
      • Microsoft Windows (Expert)
      • Apple macOS (Novice)
    • O365
      • Familiar with cloud computing concepts such as cloud models and cloud service types, like Software-as-a-Service (SaaS) Competent)
      • MS Office Suite, installation, and troubleshooting (Expert)
      • MS SharePoint (Competent)
      • OneDrive (Competent)
    • Microsoft Azure (Novice)
    • Understand Group Policy Management (Competent)
    • Networking (Competent)
    • Computer Hardware (Expert)
    • OD – Printing (Competent)

  Knowledge and Skills

  • Communication Skills (Expert)
    • Actively listening to the Client to understand the area of concern. Responds appropriately by providing facts and information in a professional and easy to understand manner (verbally or in-writing)
  • Problem solving Skills (Expert)
    • Ability to resolve problems in accordance with the procedure:
    • Identifying the issue/problem
    • Gathering information to analyse the problem
    • Indicating the steps to be followed to resolve the problem
    • Resolving the problem by taking the SLA into consideration and ensuring customer satisfaction
  • Customer Service Skills (Expert)
    • Providing a service to the Client which consists of factual and procedural information, regular updates and follow ups in according with the service delivery standards and guidelines
  • Organization skill
  • Time management skills.(SLA and Response Times are critical)
  • Telephone Etiquette
  • Customer Relation Skills
  • Team player
  • Ability to work under pressure
  • Service Excellence mindset and attitude
  • Collaboration

  Personal Attributes

  Communicates effectively - Contributing dependently

  Decision quality - Contributing dependently

  Action orientated - Contributing dependently

  Optimises work processes - Contributing dependently

  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 five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

  Core Competencies

  Cultivates innovation - Contributing dependently

  Customer focus - Contributing dependently

  Drives results - Contributing dependently

  Collaborates - Contributing dependently

  Being resilient - Contributing dependently

  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.

• About the company

  As one of the largest financial services groups in South Africa, Sanlam provides insurance, investment, financial planning & retirement advice to individuals, businesses & institutions.

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