IT Professional Intern (CPT & JHB)

Role Overview:<\/span><\/span><\/span><\/b><\/span>
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To provide first\-line technical support to internal and external users, ensuring<\/span><\/span> <\/span><\/span><\/span>timely<\/span><\/span> <\/span><\/span><\/span>resolution of IT\-related issues,<\/span><\/span> <\/span><\/span><\/span>maintaining<\/span><\/span> <\/span><\/span><\/span>high customer satisfaction, and contributing to the overall efficiency and stability of the Service Desk.<\/span><\/span><\/span><\/span>
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Role Responsibilities: <\/span><\/span><\/span><\/b><\/span>
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Provide basic and 1st Response remote support troubleshooting to clients to resolve technical issues in line with SLAs. <\/span><\/span><\/span><\/span>
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Reduce average ticket SLAs. <\/span><\/span><\/span><\/span>
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Take incoming calls,<\/span><\/span> <\/span><\/span><\/span>assist<\/span><\/span> <\/span><\/span><\/span>if possible,<\/span><\/span> <\/span><\/span><\/span>or redirect to the correct person. <\/span><\/span><\/span><\/span>
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Provide Support as a technical co\-ordinator as and when<\/span><\/span> <\/span><\/span><\/span>required. <\/span><\/span><\/span><\/span>
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Take initiative to<\/span><\/span> <\/span><\/span><\/span>assist<\/span><\/span> <\/span><\/span><\/span>team members. <\/span><\/span><\/span><\/span>
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Tickets are reviewed correctly as per the 8\-point checklist<\/span><\/span> <\/span><\/span><\/span>before<\/span><\/span> <\/span><\/span><\/span>acknowledging. <\/span><\/span><\/span><\/span>
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Ensure clients are satisfied with the services and value delivered. <\/span><\/span><\/span><\/span>
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Escalate client issues/risks to the relevant person/department. <\/span><\/span><\/span><\/span>
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Identify<\/span><\/span> <\/span><\/span><\/span>and collaborate on opportunities to add more value to existing clients. <\/span><\/span><\/span><\/span>
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Complete tasks<\/span><\/span> <\/span><\/span><\/span>allocated<\/span><\/span> <\/span><\/span><\/span>to implement digital transformation technologies for selected customers and projects. <\/span><\/span><\/span><\/span>
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Identify<\/span><\/span> <\/span><\/span><\/span>opportunities for developing new SOPs or processes. <\/span><\/span><\/span><\/span>
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Provide suggestions for the continuous improvement of SOPs for the Technical Team to ensure efficiencies and improve customer service.<\/span><\/span><\/span><\/span>
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Follow SOPs. <\/span><\/span><\/span><\/span>
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Utilise standardised project templates and processes to ensure efficiencies and add customer value. <\/span><\/span><\/span><\/span>
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Post time entries in real time. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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Project and ticket processes are up to date on the relevant systems.<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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Maintain<\/span><\/span> <\/span><\/span><\/span>accurate<\/span><\/span> <\/span><\/span><\/span>documentation and tooling (IT Glue, N Central, Autotask) in real time. <\/span><\/span><\/span><\/span>
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Participate and contribute to Level 10 meetings. <\/span><\/span><\/span><\/span>
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Ensure productivity is optimised with technical excellence. <\/span><\/span><\/span><\/span>
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Deal with escalated queries and projects. <\/span><\/span><\/span><\/span>
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Submit the relevant reports on time (Timesheets, Expense Reports, Overtime Reports,<\/span><\/span> <\/span><\/span><\/span>and Standby Reports). <\/span><\/span><\/span><\/span>
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Drive a mindset of delivering a WOW factor service that delights our customers. <\/span><\/span><\/span><\/span>
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Provide technical input on training schedule. <\/span><\/span><\/span><\/span>
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Take accountability to create and execute<\/span><\/span> <\/span><\/span><\/span>one's<\/span><\/span> <\/span><\/span><\/span>own personal and professional development plan. <\/span><\/span><\/span><\/span>
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Act<\/span><\/span> <\/span><\/span><\/span>in accordance with<\/span><\/span> <\/span><\/span><\/span>company culture and values. <\/span><\/span><\/span><\/span>
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Requirements<\/h3>
IT Degree or 3 Year Diploma or related (BSc, BCom or BTech) <\/span><\/span><\/span><\/span><\/span><\/span>
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Prior IT support internship or similar experience<\/span><\/span><\/span><\/span><\/span><\/span>
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Microsoft Certifications will be advantageous <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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Strong interpersonal, written, and verbal communication skills; able to explain technical concepts clearly<\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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Emotional Intelligence<\/span><\/span><\/span>
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Critical Thinking <\/span><\/span><\/span>
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Problem Solving \u200b
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Process Driven
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Self\-motivated
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Attention to detail <\/span><\/span><\/span>
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Professional attitude<\/span><\/span><\/span><\/span><\/span><\/span>
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Motivated to learn and grow<\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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Benefits<\/h3>
A high\-performance, values\-led culture where trust and ownership matter <\/span><\/span><\/span><\/span>
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A team that genuinely cares \- about clients and about each other <\/span><\/span><\/span><\/span>
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Real investment in your growth<\/span><\/span><\/span><\/span>
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Opportunities to step up, lead, and shape how we do things <\/span><\/span><\/span><\/span>
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A modern, flexible working environment in Cape Town and Johannesburg<\/span><\/span><\/span><\/span>

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