Job Description

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?
Responsible for performing onsite hardware, software and peripheral updates and repairs in an organisation. Responsible for troubleshooting and repairs of computer systems and peripheral equipment located throughout the organisation. May include LAN installations, upgrades and repairs. May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Prepares progress reports for all work performed.
What will make you successful in this role?

• Assist users with day to day IT issues
• Providing End User Support to End Users
• Quality Incident Resolution
• Regular and timeous feedback to user on the progress of outstanding incidents, requests and SRS's(Verballyand including updating of the relevant Incident, Request or SRS on the Call Ticket System)
• Assist to get new users operational on End User Devices as per the Requests from Business
• Ensure that all Software is working correctly before handing over a new workstation to the End Users
• Troubleshooting Application issues including MS Teams and MS Office
• Escalating issues that cannot be resolved timeously
• Updating and concluding incidents, requests and Service Requests on the BMC and SRS system within the agreed SLA
• Provide Remote support to End Users (Including WFH users)
• Managing and supporting incidents logged within SLA agreements
• Provide feedback and update outstanding Open incidents and requests logged on BMC
• Providing First Line Support diagnosis and support for Output Device services
• Contribute to the End User Knowledge Base
• Escalating re-occurring incidents and providing input to the End User Problem Management Forum
• Ad Hoc assistance with Projects and Application Releases if and when required

Qualifications

• Matric
• ITIL(V3/4)
• Relevant OEM Certification
• Relevant Hardware Certification
• Relevant MS Certification

Experience

• 3 - 4 Years experience in IT software and hardware, Desktop and Laptop support
• Basic Knowledge of Active Directory and SCCM
• Basic knowledge of ITIL practices
• M365
• Web Browser(Chrome, MSEdge & IE)
• Zscaler
• Anti-Virus Software
• Basic Operating System knowledge
• Output Device Support
• Team Viewer
• Basic Network Troubleshooting skills
• Service Management and Call Ticketing systems(Eg. CA Unicenter and BMC)

Knowledge and Skills
Problem Tracking Tools
Computer installation and repairs
Computer Operations
Compliance monitoring and reporting
Information Reporting
Personal Attributes
Decision quality - Contributing independently
Interpersonal savvy - Contributing independently
Optimises work processes - Contributing independently
Action orientated - 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 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
Being resilient - Contributing independently
Collaborates - Contributing independently
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - 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.