IT Service Desk Agent - Casco Antiguo, España - Old Mutual

Descripción

Let's Write Africa's Story Together

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

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 / Base Camp (onsite support)

Job Requirements : Skills, Experience and Qualifications

Must have Matric or Grade 12

Must have min of 2 years as a service desk agent

Must have completed A+ certification

N+ Certification will an advantage

ITIL Certification is a must

Skills

Education

Closing Date

03 May 2024

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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 Mutual's 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.

The Old Mutual Story

JR-53655