Old Mutual Limited

Job Description

Provides more advanced technical support either remotely or physically to help end-user resolve issues with computer hardware and software by responding to inquiries and requests. Troubleshoots, diagnoses, and addresses problems as well as identifies and implements appropriate IT solutions to enable proper functioning

Responsibilities

User Support

Provide advice, training, and assistance to users to resolve complex queries and ensure the applications/website capabilities are well understood by the business.

Data Management

Help others get the most out of data management systems by providing support and advice.

Client & Customer Management (Internal)

Help senior colleagues manage internal client and customer relationships by using relevant sales or client systems.

Administration

Produce, update, and provide best practice support on complex Microsoft documents, databases, and other departmental systems, advising colleagues as needed and using expertise to help improve processes.

Faults Diagnosis and Correction

Provide fault isolation and resolution to limit and address issues promptly.

Documentation and Backup

Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur.

Knowledge Management System

Help others get the most out of knowledge management systems by offering support and advice.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Work Scheduling and Allocation

Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills

Computer Literacy, Database Administration, Database Management Systems (DBMS), Database Queries, Data Controls, Document Management, Executing Plans, Expertise Management System, Knowledge Management, Metadata Management, Object-Oriented Database Management System (OODBMS), Office Systems, Oral Communications, Policies & Procedures, Test Case Management

Competencies

• Collaborates
• Communicates Effectively
• Decision Quality
• Ensures Accountability
• Manages Complexity
• Optimizes Work Processes
• Plans and Aligns
• Tech Savvy

Education

Bachelor of Information Technology (BIT)

• Provide advice, training, and assistance to users to resolve complex queries and ensure the applications/website capabilities are well understood by the business.
• Help others get the most out of data management systems by providing support and advice.
• Help senior colleagues manage internal client and customer relationships by using relevant sales or client systems.
• Produce, update, and provide best practice support on complex Microsoft documents, databases, and other departmental systems, advising colleagues as needed and using expertise to help improve processes.
• Provide fault isolation and resolution to limit and address issues promptly.
• Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur.
• Help others get the most out of knowledge management systems by offering support and advice.
• Identify, within the team, instances of noncompliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
• Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

• Computer Literacy
• Database Administration
• Database Management Systems (DBMS)
• Database Queries
• Data Controls
• Document Management
• Executing Plans
• Expertise Management System
• Knowledge Management
• Metadata Management
• Object-Oriented Database Management System (OODBMS)
• Office Systems
• Oral Communications
• Policies & Procedures
• Test Case Management

• Bachelor of Information Technology (BIT)