About the position
What will you do?
This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants.
What will make you successful in this role?
Software management
Support:
- Ensure that team knows the software, services and processes through ongoing training sessions and supported documentation.
- Co-ordinate information sharing sessions with colleagues and partners
Rollouts:
S.net releases (SanQuote desktop and Advice Tools (Sanport, Sanfin, InterAct):
- Ensure that the Support Desk is prepared and informed to render release support to clients during and after roll-out
Stakeholder management
- Take responsibility for clearly defined SLA’s and working relations between Support Desk Support and its partners (i.e.: the company, Advice Tools). Yearly review this
- Take responsibility for regular communication with partners (i.e.: Distribution Support colleagues, the company etc.) to discuss problems, raise issues and look for better ways to work together to deliver the strategy to clients
- Liaise with partners for process changes and implement accordingly
People management
- Ensure that all Support Desk consultants are suitably skilled, qualified and knowledgeable to undertake the duties productively and effectively
- Coach and develop the Support Desk consultants as and when necessary
- Undertake timeous recruitment and selection to ensure that vacancies are filled quickly with the correct profiled person
Effective Support Desk Management
- Ensure that Support Desk phone lines are effectively ‘manned’ at all times to take incoming calls. Manage resources in terms of effective productivity in this regard (i.e.: shift list/schedule, log out time, unavailable time, etc)
- Use voice recordings for quality control and to address client complaints. Coach and develop consultants appropriately
- Undertake daily statistical reporting on calls (logged, closed, dropped calls, duration etc) to staff. This is taken from BMC Helix and QlikView.
- Undertake monthly Support Desk performance and metrics stats for Goals purpose.
Qualification and Experience
- Management Diploma or suitable equivalent qualification
- Information Technology Qualification (degree or diploma) will be strongly recommendable; and/or any secondary qualifications with emphasis on technical related courses such as MCSE, A+, N+, ITILL
- Minimum of 3-5 years’ experience within software deployment and support environment
- Experience in life assurance or broader financial services industry an advantage
Knowledge and Skills
IT/Systems/Tools:
- Call Centre/Support Desk systems/software program technology
- MS packages (i.e. Email, Teams, Word, Excel, PowerPoint)
- Windows and operating systems
- Configuration of software and programs
Business:
- Legislation impacting on the Financial Services environment (FAIS, FICA, Commission Regulations etc.)
- Basic Product knowledge
- Knowledge of Personnel Policy
- Expense management and budgets
- Management and co-ordination of manpower resources
Core Competencies
- Customer Service
- Team Success
- Planning and Organising
- Work Standards
- Decision Making
- Building and maintaining relationships
- Communication
- Coaching
- Continuous Learning
Personal Attributes
- Able to motivate and coach staff
- Relationship building
- Structured and good planning skills/co-ordination skills
What will you do?
This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultants.
What will make you successful in this role?
Software management
Support:
- Ensure that team knows the software, services and processes through ongoing training sessions and supported documentation.
- Co-ordinate information sharing sessions with colleagues and partners
Rollouts:
S.net releases (SanQuote desktop and Advice Tools (Sanport, Sanfin, InterAct):
- Ensure that the Support Desk is prepared and informed to render release support to clients during and after roll-out
Stakeholder management
- Take responsibility for clearly defined SLA’s and working relations between Support Desk Support and its partners (i.e.: the company, Advice Tools). Yearly review this
- Take responsibility for regular communication with partners (i.e.: Distribution Support colleagues, the company etc.) to discuss problems, raise issues and look for better ways to work together to deliver the strategy to clients
- Liaise with partners for process changes and implement accordingly
People management
- Ensure that all Support Desk consultants are suitably skilled, qualified and knowledgeable to undertake the duties productively and effectively
- Coach and develop the Support Desk consultants as and when necessary
- Undertake timeous recruitment and selection to ensure that vacancies are filled quickly with the correct profiled person
Effective Support Desk Management
- Ensure that Support Desk phone lines are effectively ‘manned’ at all times to take incoming calls. Manage resources in terms of effective productivity in this regard (i.e.: shift list/schedule, log out time, unavailable time, etc)
- Use voice recordings for quality control and to address client complaints. Coach and develop consultants appropriately
- Undertake daily statistical reporting on calls (logged, closed, dropped calls, duration etc) to staff. This is taken from BMC Helix and QlikView.
- Undertake monthly Support Desk performance and metrics stats for Goals purpose.
Qualification and Experience
- Management Diploma or suitable equivalent qualification
- Information Technology Qualification (degree or diploma) will be strongly recommendable; and/or any secondary qualifications with emphasis on technical related courses such as MCSE, A+, N+, ITILL
- Minimum of 3-5 years’ experience within software deployment and support environment
- Experience in life assurance or broader financial services industry an advantage
Knowledge and Skills
IT/Systems/Tools:
- Call Centre/Support Desk systems/software program technology
- MS packages (i.e. Email, Teams, Word, Excel, PowerPoint)
- Windows and operating systems
- Configuration of software and programs
Business:
- Legislation impacting on the Financial Services environment (FAIS, FICA, Commission Regulations etc.)
- Basic Product knowledge
- Knowledge of Personnel Policy
- Expense management and budgets
- Management and co-ordination of manpower resources
Core Competencies
- Customer Service
- Team Success
- Planning and Organising
- Work Standards
- Decision Making
- Building and maintaining relationships
- Communication
- Coaching
- Continuous Learning
Personal Attributes
- Able to motivate and coach staff
- Relationship building
- Structured and good planning skills/co-ordination skills
Desired Skills:
- Minimum of 3-5 years’
- software deployment and support environment
- Experience in life assurance
- broader financial services industry
- Call Centre/Support Desk
- software program technology
