{"id":15787,"date":"2014-02-06T05:32:35","date_gmt":"2014-02-06T03:32:35","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=15787"},"modified":"2014-02-15T06:04:06","modified_gmt":"2014-02-15T04:04:06","slug":"service-desk-administrator-internship-programme","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/service-desk-administrator-internship-programme.html","title":{"rendered":"Service Desk Administrator Internship Programme"},"content":{"rendered":"

The Internship programme is for learners\/students who have completed their IT qualification and require work experience.<\/p>\n

Please note: This opportunity is being advertised in accordance with the company’s Employment Equity initiatives.<\/p>\n

 <\/p>\n

GUIDELINES FOR APPLYING TO THE INTERNSHIP:<\/strong>
\n\u2022 Please ensure that you apply only if you meet the minimum criteria in order to be eligible for the Internship
\n\u2022 You must have a valid SA I<\/p>\n

To assist and facilitate dealing with any system or application related queries and requests in order to ensure that clients are able to operate at an optimal level. The Service Desk Agent is responsible for dealing with admin support queries. The incumbent is required to thoroughly understand research, trend, define and identify a system issue that has been reported. The agent will be responsible for ensuring that the logged system issues are resolved timely or that a workaround is provided to the relevant business area as soon as possible.<\/p>\n

 <\/p>\n

Key Outputs Operational:<\/strong>
\n\u2022 Ensure that all received queries are attended to within the agreed Service Level
\n\u2022 Ensure that all queries are logged and recorded \/ logged within the relevant systems tools
\n\u2022 Ensure that projects are managed accordingly and meet the set deadline
\n\u2022 Ensure that the set performance criteria with regard to quality assurance are met.
\n\u2022 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
\n\u2022 Investigation and understanding of reported queries and obtain a clear understanding of what the actual incident is that\u2019s being reported. Understand the extent and impact of the incident within business
\n\u2022 Where applicable, ensure that all telephonic calls are managed according to the stipulated departmental performance measure<\/p>\n

 <\/p>\n

Customer focus:<\/strong>
\n\u2022 On an ongoing basis present a professional image and service delivery to all clients
\n\u2022 Maintain customer focus throughout the resolution of calls, ensuring that the incident is resolved within the shortest possible time
\n\u2022 Ensure client satisfaction with the service delivery levels provided by the service providers<\/p>\n

 <\/p>\n

Strategic \/ Tactical:<\/strong>
\n\u2022 Provide input as required to Team Leaders and Management on optimising internal processes and SLA\u2019s\u00a0Competencies<\/p>\n

\u2022 Ability to do Trend Analysis
\n\u2022 Trouble shooting, fault diagnosis and Root Cause Analysis
\n\u2022 Analytical and logical thinker
\n\u2022 Excellent verbal and written communication
\n\u2022 Ability to deal with difficult clients
\n\u2022 Ability to work under pressure;
\n\u2022 Confident people\u2019s person
\n\u2022 Politically astute
\n\u2022 Proactive
\n\u2022 Self-motivated and driven
\n\u2022 Team Player
\n\u2022 Attention to detail
\n\u2022 Good time management
\n\u2022 Ability to build and maintain relationships with key stakeholders<\/p>\n

\u2022 Extensive Knowledge of Discovery Health Product, business rules and processes
\n\u2022 Knowledge of the various Applications used in servicing the Discovery product.<\/p>\n

 <\/p>\n

Qualifications & Experience:<\/strong><\/p>\n