IT Professional Intern (CPT & JHB)
Job Location:
Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
19 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Role Overview:
To provide first-line technical support to internal and external users ensuring timely resolution of IT-related issues maintaining high customer satisfaction and contributing to the overall efficiency and stability of the Service Desk.
Role Responsibilities:
- Provide basic and 1st Response remote support troubleshooting to clients to resolve technical issues in line with SLAs.
- Reduce average ticket SLAs.
- Take incoming calls assist if possible or redirect to the correct person.
- Provide Support as a technical co-ordinator as and when required.
- Take initiative to assist team members.
- Tickets are reviewed correctly as per the 8-point checklist before acknowledging.
- Ensure clients are satisfied with the services and value delivered.
- Escalate client issues/risks to the relevant person/department.
- Identify and collaborate on opportunities to add more value to existing clients.
- Complete tasks allocated to implement digital transformation technologies for selected customers and projects.
- Identify opportunities for developing new SOPs or processes.
- Provide suggestions for the continuous improvement of SOPs for the Technical Team to ensure efficiencies and improve customer service.
- Follow SOPs.
- Utilise standardised project templates and processes to ensure efficiencies and add customer value.
- Post time entries in real time.
- Project and ticket processes are up to date on the relevant systems.
- Maintain accurate documentation and tooling (IT Glue N Central Autotask) in real time.
- Participate and contribute to Level 10 meetings.
- Ensure productivity is optimised with technical excellence.
- Deal with escalated queries and projects.
- Submit the relevant reports on time (Timesheets Expense Reports Overtime Reports and Standby Reports).
- Drive a mindset of delivering a WOW factor service that delights our customers.
- Provide technical input on training schedule.
- Take accountability to create and execute ones own personal and professional development plan.
- Act in accordance with company culture and values.
Requirements
- IT Degree or 3 Year Diploma or related (BSc BCom or BTech)
- Prior IT support internship or similar experience
- Microsoft Certifications will be advantageous
- Strong interpersonal written and verbal communication skills; able to explain technical concepts clearly
- Emotional Intelligence
- Critical Thinking
- Problem Solving
- Process Driven
- Self-motivated
- Attention to detail
- Professional attitude
- Motivated to learn and grow
Benefits
- A high-performance values-led culture where trust and ownership matter
- A team that genuinely cares - about clients and about each other
- Real investment in your growth
- Opportunities to step up lead and shape how we do things
- A modern flexible working environment in Cape Town and Johannesburg
Required Skills:
IT Degree or 3 Year Diploma or related (BSc BCom or BTech) Prior IT support internship or similar experience Microsoft Certifications will be advantageous Strong interpersonal written and verbal communication skills; able to explain technical concepts clearly Emotional Intelligence Critical Thinking Problem Solving Process Driven Self-motivated Attention to detail Professional attitude Motivated to learn and grow
