Internal Client Services - Africa Technology Services - IT Intern at Deloitte

Main Purpose

• Under direct supervision performs simple, onsite hardware, software and peripheral updates and repair in an organisation within a predefined SLA. Responsible for troubleshooting and repair of computer systems and peripheral equipment located throughout the organisation. Provides adhoc end user training on the use of systems

Key Performance Areas

Strategic Impact

• Under supervision, provides user support on IT queries in respect of hardware and software issues

Client Impact: External/Internal

• Solves user queries remotely within SLA
• Escalates issues to technical experts that cannot be solved

Operational Effectiveness

• Works collaboratively with ATS team to ensure calls are closed in the shortest possible time span
• Logs calls accurately with all detail onto system
• Tracks queries through to resolution and closes them on logging system
• Assists team members as required
• Remains aware of risk in area of expertise in alignment with Deloitte policies and processes
• Assists users through transfer of knowledge on MS Office Suite, IT processes and procedures

Development/Growth of Team

• Actively works to address identified development areas
• Cultivates ability to give effective development feedback both upwards and to peers

Budgets and Forecast

• Effective use of time, equipment and resources

Differentiators for this specific role

• Create and Maintain client relationship
• Install and configure of standard hardware & software
• Maintain a tidy environment
• Administration and filing for IT service desk
• Manage third party calls
• Filling in for absent colleagues
• Monitoring of SLA of calls ( SLA 98%)

Leadership Capabilities

• Living our Purpose - Builds own understanding of our purpose and values; explores opportunities for impact
• Influence - Actively focuses on developing effective communication and relationship-building skills
• Performance drive – Understands expectations and demonstrates persona accountability for keeping performance on track
• Strategic direction - Understands how their daily work contributes to the priorities of the team and the business
• Talent development - Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent

Competencies
Technical Competencies

• Basic technical knowledge in Microsoft Office suite and operating system
• Working knowledge of networks, IT infrastructure and applications

Behavioural Competencies

• Good communication skills, both written and verbal
• Problem solving ability
• Interpersonal and relationship building skills
• Client delivery focus
• Adaptable
• Focus on quality and awareness of risk
• Desire to develop self
• Business acumen

Required
Qualifications

• Comptia A+ and/or N+ certification
• 1 year in IT support

Desired

• Starting Microsoft certification, Degree or Diploma (in some countries in Africa)
• Experience preferably within large corporate