Responsibilities:

Understand and adhere to all internal processes and policies in order to minimise potential disruption to business activities.
Create a welcoming, inspirational, and personalised experience for customers.
Assist in tracking IT assets, including computers, accessories, and software licenses.
Work closely with other IT team members to support ongoing projects and new IT initiatives.
Deliver excellent customer service by maintaining a positive attitude and ensuring users' technical concerns are addressed promptly and professionally.
Identify potential areas for process improvements and suggest practical solutions to streamline the IT support process.
Provide first line technical support to resolve service desk incidents and re-route the query or escalate as and when required.
Learn and deliver customer service basics, phone and email etiquette, and effective communication requirements.
Learn basic support principles and escalation frameworks, case logging and management.
Learn basics in Connectivity, Software Support, and basic hardware support.
Raise any queries and ask questions in order to expand knowledge and understanding.
Provide feedback on common or identified issues experienced.
Set up hardware at head office to gain experience in processes and functionality.
Provide relevant feedback on all unresolved incidents to the Service Desk Supervisor.
Assist with providing administrative support services for servers, desktop and laptop computers, printers, routers, switches, firewalls, telephones, smartphones, application deployments, resetting of passwords and security updates.
Assist with troubleshooting activities, resolve problems and connectivity issues and mitigate operational risks.
Actively support and participate in major incidents, changes and releases, disaster recovery planning and implementation projects as and when requested.
Maintain methods of communication to keep stakeholders informed and build effective relationships.
Provide administrative and technical support to the IT department and line manager.
Ensure a clean and safe environment by applying housekeeping principles.

Requirements:

Grade 12 or equivalent qualification required.
Current enrolment in a Bachelor’s or associate degree program in Information Technology, Computer Science, or related field is an advantage.
IT certificates an advantage.
Understanding of ITIL concepts or other IT service management frameworks an advantage.
Basic knowledge of Active Directory or Cloud, Office 365, VPNs, and IT security practices is a requirement.
Experience with ticketing systems and remote support tools is an advantage.
Familiarity with mobile device management (MDM) solutions an advantage.

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Intern: IT Service Desk Administrator