Service Desk Administrator Internships

Discovery seeks a Service Desk Administrator Intern in Sandton, Cape Town, KwaZulu-Natal and Port Elizabeth. Service Desk Administrator Internship (151124-3) – Discovery Logo
Tracking Number: SDA241115
Job Title: Service Desk Administrator Internship
Business Unit: Discovery
Department: Discovery

Location: Sandton

Key Outputs

• Ensure that all received queries are attended to within the agreed Service Level
• Ensure that all queries are logged and recorded / logged within the relevant systems tools
• Ensure that projects are managed accordingly and meet the set deadline
• Ensure that the set performance criteria with regard to quality assurance are met.
• Ensure that all queries are managed effectively within the set timeframes so that all calls are resolved in accordance to agreed business processes and standards
• Investigation and understanding of reported queries and obtain a clear understanding of what the actual incident is that’s being reported. Understand the extent and impact of the incident within business
• Where applicable, ensure that all telephonic calls are managed according to the stipulated departmental performance measure Customer focus:
• On an ongoing basis present a professional image and service delivery to all clients
• Maintain customer focus throughout the resolution of calls, ensuring that the incident is resolved within the shortest possible time
• Ensure client satisfaction with the service delivery levels provided by the service providers Strategic / Tactical:

• Provide input as required to Team Leaders and Management on optimising internal processes and SLA’s

NB: The role is not limited to the key outputs mentioned above

Competencies

The successful candidate will be required to display the following competencies in this role:

Ability to do Trend Analysis

• Trouble shooting, fault diagnosis and Root Cause Analysis
• Analytical and logical thinker
• Excellent verbal and written communication
• Ability to deal with difficult clients
• Ability to work under pressure
• Interpersonal skills
• Politically astute
• Proactive
• Self-motivated and driven
• Team Player
• Attention to detail
• Good time management
• Ability to build and maintain relationships with key stakeholders
• Extensive Knowledge of Discovery Health Product, business rules and processes

• Knowledge of the various Applications used in servicing the Discovery product.

Qualifications & Experience

• Qualification: IT related diploma/degree No experience required
• Excellent time management
• Communication and administrative skills
• Attention to detail

• Sense of urgency

Close Date: 2015/12/07

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