User Support Specialist: 1st line support

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

The User Support Specialist: 1st Line Support provides specialist support, advice and training to users to resolve complex queries and ensure that business applications, websites and data management capabilities are well understood and used effectively. Support colleagues in maximising the value of departmental systems, including Microsoft documents, databases and knowledge management tools, while applying technical expertise to improve processes, diagnose faults and maintain reliable documentation and backups.

Key Result Areas/Outputs:

• User Support

Provide advice, training and assistance to users to resolve complex queries and ensure that application and website capabilities are well understood across the business.

• Data Management

Help users derive maximum value from data management systems by providing practical support, guidance and advice.

• Client and Customer Management (Internal)

Support senior colleagues in managing internal client and customer relationships by using relevant sales, service or client management systems.

• Administration

Produce, update and provide best-practice support on complex Microsoft documents, databases and other departmental systems. Advise colleagues as required and apply expertise to improve administrative processes.

• Fault Diagnosis and Correction

Provide fault isolation, diagnosis and resolution to limit disruption and address issues promptly.

• Documentation and Backup

Draft and maintain high-quality technical and user documentation, and create appropriate backup files to support timely recovery when problems occur.

• Knowledge Management Systems

Help colleagues make effective use of knowledge management systems by providing support, advice and practical guidance.

• Operational Compliance

Identify instances of non-compliance with organisational policies, procedures, regulatory requirements or codes of conduct. Report and escalate matters through the appropriate channels.

• Work Scheduling and Allocation

Plan and manage the monthly work schedule and, where required, allocate work to others to improve workflow and ensure that high-priority tasks are completed.

• Personal Capability Building

Develop own capabilities through assessment, development planning, formal and informal learning, coaching and continuous professional development. Maintain current knowledge of relevant technology, regulation and industry best practice through ongoing education, conferences and specialist media.

Requirements: Skills, Qualifications and Experience required:

Required Experience

• Minimum of 3–5 years’ experience in an IT support, systems support, application support, user support or service desk environment.

• Experience providing first-line support for business applications, databases and technology platforms.

• Experience troubleshooting, diagnosing and resolving user, system and application-related issues.

• Experience supporting data management, reporting and business intelligence systems.

• Experience engaging with business stakeholders and delivering user training and system adoption initiatives.

• Experience operating within a regulated corporate environment and adhering to governance, risk and compliance requirements.

Required Qualifications

• Diploma or degree in Information Technology, Information Systems, Computer Science, Business Information Systems, Data Management or a related field is preferred.

• Relevant Microsoft, IT Service Management (ITIL), database management or systems support certifications will be advantageous.

Skills

• Oral communication

• Test case management

• Database queries

• Executing plans

• Database administration

• Object-oriented database management systems (OODBMS)

• Expertise management systems

• Knowledge management

• Computer literacy

• Document management

• Policies and procedures

• Database management systems (DBMS)

• Office systems

• Data controls

 

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

NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

04 August 2026 , 23:59

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.

The Old Mutual Story!