Internship – IT Service desk Analyst
By: Date: Categories: ADMIN JOBS

Internship – IT Service desk Analyst

  • Temporary
  • Full Time
  • Non EE/AA
  • Published: 

Reference: PTA002907-JL-1

Our client is based in North West, Brits district. They are currently looking for a IT Service Desk Analyst Intern to join their team.

Duties & Responsibilities

OVERALL PURPOSE OF JOB:
Logging and assignment of calls by following correct procedures and to an acceptable level of quality.
Provide first line support primarily within the remote support environment while maintaining a high level of customer satisfaction that meets the Service Level Agreement targets.
GENERAL TASKS:
– Effective call logging and management via the applicable call management tool within the contractual service level agreements considering call acceptance, repair times, resolve times, journal entries,
on hold and pending call statuses, call priorities and call closures.
– Effective communication to the team, management and client in terms of call statuses, problem management, downtime and resolutions
– Diagnose and offer direct customer service and technical support to users through telephones, e-mails, remote desktop services, ensuring excellent communication and customer service skills while maintaining a professional Service desk image at all times
– First-line account management via Active Directory including user account creations, terminations, password resets and related queries
– First-line software and application access management
– First-line remote support on relevant applications, excluding specialised third party support
– Identifying problems and bringing them to the appropriate resolution team’s attention within the communication standards, with sufficient lead time to avert crises.
– Coordinate with second line internal support team members and vendors to resolve technical problems with hardware and software, ensuring excellent communication and relationship skills
– Performing administrative functions including the administration of procedures and report creation where applicable
FORMAL MINIMUM QUALIFICATIONS (RECOMMENDED)
– Matric
– Potential studies within IT related field
JOB-RELATED EXPERIENCE REQUIRED:
– 1 – 2 year Service desk or IT internship experience
– Strong people skills
– Strong telephonic skills
– Methodical and strong administration skills
– Ability to deal with senior levels of client personnel
– Strong client service skills including the ability to deal with all levels of computer literacy
– Strong oral and written communication skills
– Good listening skills
– High-level problem resolution
ADDITIONAL REQUIREMENTS:
– Driver’s License Code: B / EB
– Own Transport
Closing date 30 february 2022

Package & Remuneration

R Neg – Neg – Monthly

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