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Allan Gray Proprietary Limited is an investment manager, focused on creating financial security for investors. You can access our investment expertise through our unit trusts. Our purpose is to help investors build wealth over the long term. We seek to earn the trust of our clients by providing superior long-term investment performance, outstanding client se...
Responsibilities
1st Line resolution of IT Incidents and Service Requests via Voice, Email and Self-service portal support channels.
Access management of in-house and 3rd party applications.
Assess and determine prioritization of Incident and Service Requests based on impact and urgency.
Indexing and routing of support tasks to Servicedesk, 2nd and 3rd line IT support teams.
Identify and coordinate P1 and P2 Incident resolution.
Adhere to agreed SLA (Service Level agreements).
Create, maintain, and publish relevant support documentation to assist in the quick time to resolution of incidents and service requests.
Adhere to the reactive and proactive follow up procedures regarding open Incidents and Service Requests.
Process & Quality Assure employee movements linked to Onboarding, Crossboarding & Offboarding service requests.
Facilitate monthly IT Login session for all new starters.
Recommend efficiencies to existing processes and provide input to new procedures by identifying trends and irregularities in workflow processes.
Identify and Implement controls to mitigate risk.
Reporting
Requirements
Skills and Competencies
Education
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