Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.
What will you do?
To provide a world class desktop support service to all Glacier employees by resolving both incidents and requests that fall within the End User Computing space
Key Outcomes
The following outcomes will be expected to be achieved by the Client Service Consultant Operations:
- Receive work passed on from 1st line (Service Desk and 1st Line) support.
- Investigate and resolve incidents.
- Does not spend more than 30 minutes troubleshooting.
- Escalate to Senior Technician or Team Leader if no solution can be found.
- Provide application support - mostly with known issues.
- Logging/escalating calls to vendors
- Ownership of Incident/Request to ensure it gets resolved/done within SLA (Service Level Agreement)
- Good client service skills - 80% of support is directly with the client.
- Understanding of remote support tools, when direct client contact is not possible/available
- Provision requests, including IMACD's (Installations, Moves, Access, Configurations & Deletion (Terminations))
- Limited specialisation [Maybe 2 focus areas / Apps]
- Maintaining computers, printers and mobile devices
- Good understanding of Networks & Servers and how workstations interact with these.
- Conduct preventative maintenance to lower support calls.
- Good understanding of business processes
- Ability to work independently.
Qualifications And Experience
- Grade 12
- At least 3 years relevant experience in an IT Desktop support environment will be an advantage.
- Experience of networks & TCP/IP and Active Directory will be an advantage.
- Understanding of Windows Server, Active Directory and Exchange and the impact on the workstation (e.g. understanding OUs, GPO's, Mailboxes, etc.)
- MCP, MCDST and/or A+, N+ qualification and will be an advantage
- ITIL Certification is most advantageous to owning this role.
- Being Resilient
- Driving Results
- Cultivates Innovation
- Customer Focus
- High Stress Tolerance
- Building and maintaining relationships
- Teamwork and ability to function independently
- Good communication Skills
- Adaptability
- Attention to detail
- Planning and organising
- Honesty, integrity and respect
- Positive enthusiastic can-do attitude
- Ability to work under pressure and long hours
- Ability to co-operate and thrive both within an independent and team environment
Degree or Diploma and required Certification with 4 to 6 years related experience. ITIL Foundation certified
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
Were 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.
