First Line Support Specialist

Introduction

Guardrisk is the undisputed market leader in cell captive insurance and risk solutions. We are renowned for our innovative approach to cell captive structures and other alternative risk transfer solutions for our clients. Guardrisk offers clients custom designed cover and is registered in South Africa as an insurer for all statutory classes of non-life and life insurance business.

Role Purpose

This role provides first-line support to GGI users, brokers and other external users for day-to-day system queries. It makes sure issues are logged, understood and resolved where possible, or sent to the correct team. The role also helps users use the systems correctly, reduces repeat issues and improves the overall support experience.

Role Family

Remote Opportunity

Disclaimer

Enquiries

First-Line Support and Query Handling

Act as the first contact for GGI system support queries from business users, brokers and other external users.

Make sure all requests are logged on the correct tool, such as Jira or Azure DevOps.

Resolve simple and common queries, including user errors, navigation questions and known workarounds.

Guide users to follow the correct support process.

Issue Assessment and Escalation

Check each request and confirm whether it is a user, process, access, data or system issue.

Send valid issues to the correct Business Analyst, IT or Data team.

Include clear details, screenshots where needed, business impact and priority.

Follow up on escalated items until they are resolved or closed.

User Access, Guidance and Training

Help support user access with ticket logging for GGI systems, including Codeplex where required.

Manage the user access sign-off process and issue or control broker passwords in line with POPIA requirements.

Show users the correct way to use the system when errors occur.

Work with training resources to arrange system training where needed.

Create and maintain simple user guides, support notes and answers to common questions.

Share useful knowledge with users and support teams to reduce repeat queries.

Assist with testing user functions when required.

Reporting and Improvement

Track open, overdue, resolved and escalated support items.

Report on support volumes, common issues and turnaround times.

Identify repeat issues and complete basic root cause analysis.

Recommend system fixes, process changes, training or simple user guides to reduce repeat issues.

Qualifications & Experience 

Appropriate 3/4 year IT qualification

(Computer and Information Science, Management Information Systems, Information Technology, Computer Engineering, Computer Programming)

Demonstrates extensive abilities and/or a proven record of success as a team member in improving and managing the productivity of technology processes and business processes by creating automated workflows to replace manual workflows including the following areas:

Interpersonal and communication skills

Problem-solving skills

Planning & Organizing skills

Time management

Excellent technical knowledge

Documentation skills

Intensive troubleshooting knowledge

Analytical

Strong problem-solving skills

Excellent communication, interpersonal and presentation skills

Self-driven with an ability to work independently as well as to function effectively within a team

Strong sense of responsibility and accountability and to be decisive when needed

Effective planning and organizational skills

Ability to work under pressure

Deadline driven

Ability to function in a team

Written and Verbal Communication Skills