IT Service Desk Agent - Insurance Sector
Rosebank, Johannesburg

Responsible for delivery of all Insurance Administration systems requirements to the business.

• The IT Service Desk Agent will be responsible for the timely and effective response to IT user requests, queries and problems through the receipt and logging of these, as well as the provision of 1st line support to customers.
• The co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.
• Acts as liaison between users and the Systems team on problem areas, managing client expectations.
• May manage the incident to completion
• To provide a complete and informed response on first contact to all customers (single point of contact).
• To log and manage all calls, service requests and incidents from end-to-end, including escalation to third parties, follow up and feedback to customers.
• To communicate and liaise effectively with end-users and colleagues at all levels.
• To ensure customer satisfaction and continuity of service is managed, by following specific procedures but also by recommending and developing (where appropriate) improvements to these processes/procedures and ensuring they evolve with the organisational goals
• Maintain Process Documentation
• To compile and manage IT service-related documentation, administration and reporting where applicable
• Manage and Perform all aspects of User Access/Permissions to Systems
?· User Access on all Group Benefits Applications
? User Access is to be created as per audit requirements, within SLA and communicated appropriately to users.
? Ensure that access to the various systems is correct within Audit Requirements (manage quarterly reviews).
? Distribution and a monitoring of Access reports for Review purposes
• Assess all Service Desk JIRA logs (ticketing system logs) to determine relevant routing. Route logs accordingly and monitor progress.
• Ensure integrity and adequate description of the issues in JIRA logs before assigning onwards
• Monitor JIRA logs to ensure that completed logs get closed timeously.
• Monitor and provide support to all operational procedures for current production application
• Daily system checks
• Batch processing

Qualification, Experience, Knowledge and Skills

• Matric
• IT qualification / unless qualified by experience in IT (min 2 years)
• Service Desk / Customer Care Experience (min 2 years)
• General IT Support experience
• ITIL Foundation recommended
• JIRA experience highly recommended
• JIRA Service Desk experience recommended
• Application Access control experience
• Batch processing experience
• A+ (General Computer Skills)
• General computer literacy
• Microsoft Office (Word & Excel) experience