IT Intern at Sanlam Group

Job description

Position Description Key Responsibilities

• Single point of contact for internal customers requiring IT support/assistance
• To provide first-line support where possible to customers
• To log and manage all calls, service requests and incidents from end-to-end, including escalation to third parties, follow up and feedback to customers
• To communicate and liaise effectively with end-users, colleagues and other service providers at all levels
• To ensure customer satisfaction and continuity of service is managed, by following specific procedures but also by recommending and developing (where appropriate) improvements to these processes/procedures and ensuring they align and evolve with organisational goals

Minimum Requirements

• Matric
• IT qualification
• Customer Care Experience
• Basic understanding of hardware/software troubleshooting

Competencies:

Technical Competencies

Knowledge and understanding of:

• Active Directory (managing of user and workstations in AD)
• High-level IT infrastructure
• Internet technologies
• MS Desktop Operating system
• MS Office products
• Conversance in the use of:
• a call logging tool
• remote support tools

Behavioural Competencies

• Self-starter
• Ability to converse confidently and clearly over the telephone
• Ability to communicate clearly and professionally both in writing and interpersonally
• Ability to be an effective team player and proactive individual
• Understanding the importance of Customer satisfaction and what constitutes good customer service
• Understanding the importance of adhering to security policies and procedures
• Ability to work under pressure and handle conflict calmly