Job Purpose
Ensure all operations system errors and enhancement requests are resolved efficiently the first time and every time. Acknowledge the business’s request, investigate and understand the request to sort, prioritise and describe the problem and solution and resolve the need (or manage the resolution performed by other support areas) by using standard methods and execution cycles which will govern the quality and delivery of the solution in a manner that eliminates rework and business disruption.
Responsibilities
Client & Customer Management (Internal and External)
Responsibilities could include supporting internal customers and manage internal and external client relationships.
Quality Testing
Carry out a specified range of complex tests; interpret test data to verify that specifications are met and/or to identify remedial actions required to ensure conformance.
Customer Service
Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
Data Management
Help others get the most out of data management systems by providing support and advice.
Work Planning
Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Administration
Produce, update and provide best practice support on complex MS documents, databases and other departmental systems, advising colleagues when needed, and using own expertise to help improve processes.
User Support
Provide advice, training, and assistance to users to resolve hardware, software, and end-user support for unresolved queries in line with documented procedures
and service level targets to support the business effectively.
Operational Compliance
Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.
Education
Grade 12/ SAQA Accredited Equivalent (Essential); A+ Certification (Advantageous); N+ Certification (Advantageous); ITIL Foundation Certification (Advantageous)
Experience
1 - 2 years experience in a service desk or end-user support role (Essential).
Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africa’s leading and innovative financial institutions.
These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms.
Our origins go back to 1 June 1985, when Auto & General Insurance was launched into the South African market. We have since grown into a group of subsidiaries of which Auto & General now forms a part.
Today, we own some of South Africa’s most loved and recognisable brands, each finding a better way to give their unique group of customers peace of mind.
We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans they’re working so hard for.
We’re proven pioneers with a hunger for doing and being the best we can, bringing customer-focused innovation and service excellence to the financial services industry.
We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing past their limits.
TIH is a licensed controlling company.
