OMF IT Branch Field Support

Your time is now to be your exceptional best at Old Mutual!

Job Description

This role installs and maintains end-user and server-based computing facilities to specific business areas. The incumbent is individually accountable for achieving results through own efforts. The purpose of the branch field support role is to support the business with new branch openings, relocations, and closures of branches. The field support will also attend offsite meetings with Landlord to ensure network availability, signal test, and log site surveys with our supplier, participate in monthly property board meetings, and present solution for decision-making. The field support will also provide 2nd level Support, perform call overflow for 1st level support during peak times and oversee 3rd party vendor support within regions. This role is for the co-ordination. communication and reporting between EUC Services, Service Desk and the Regional Teams for alignment.

Provides service and customer support during field visits

Manage project timelines, branch openings and installations

Manage daily schedules for onsite installations and support

Troubleshoot and diagnose errors or technical problems and determine solutions

Trend analysis, prioritize Incidents, Problems, Service Requests queue, investigate backlog to ensure that Service Level Targets are met

Present monthly reports on Service Levels

Produce timely and detailed service reports

Document processes

Works with EUC team to support BAU requests

Works with Property Project Managers to open new branches, do relocations and closures.

Works with the Service Management team increase quality of Service and reduce cost.

Provides second-line IT service desk support to business.

Logs queries and resolve at point of entry.

Escalates queries if immediate resolve is not possible.

Follows up on escalated queries and keep requester informed in terms of progress.

Closes calls once resolved

Roles available and to work in the following regions respectively:

Western Cape

Durban

East London

KZN

Mpumalanga

Gauteng

Central Region (Free State, North West Province, Northern Cape)

Minimum Requirements:

5 year experience in IT technical Support role (Citrix, VoIP, Office 0365, would be an advantage.)

Previous Experience in On-Site Technical Support/ Service Management-Support Desk

Foundation Project Management

Foundation ITIL Certified

Valid Drivers License

Prepared to travel

Skills

Education

Closing Date

01 July 2023

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutuals Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.