OMF IT Service Desk at Old Mutual South Africa

The Opportunity:
Old Mutual Finance is looking to hire a Service Desk Agent to be part of a dynamic support team

• Troubleshooting basic end user issues on various applications, hardware, network and systems. Responsible for overseeing the resolution of all outstanding incidents.
• Incident Registration and Initial logging, priority setting and detailed description of Incident or request.
• Routing Incidents / Requests to support groups
• Initial categorization and classification on every call
• Initial Investigation and diagnosis, remote resolution and recovery of any potential queries (1st line support)
• Referral and facilitation of incidents and requests between OMF supporting levels and vendors
• Resolution and recovery of Incidents (1st line support)
• Ownership, monitoring, tracking and communication
• Monitoring status and progress toward resolution of all open Incidents. All issues to be kept up to date daily and ITSD to ensure appropriate updates are received.
• Keeping affected users informed about progress
• Perform any necessary escalation, technical or hierarchical management (i.e. escalate to 2nd level when required)
• Closure of Incidents
• Establish and build a knowledge base
• Collect, prepare and send hardware out to branches/head office (onsite support)

Minimum requirements

• Grade 12 or equivalent
• Minimum 6 months of IT service desk experience
• A+, N+ Certification advantageous

Closing Date

25 March 2023