Categories: Internship

Sanlam IT Service Desk Consultant Internship

Job Summary

The role is for an intern-level candidate who is interested in starting a career in IT. The role includes participation in IT system support and project administration.

Duties And Responsibilities

I.T Support Responsibilities
• Responsible for monitoring the SCI Ticket Management System and the Support Inbox where SCI staff and other 3rd party support desks log incidents and work requests for the SCI IT team respectively.
• Assigning / Re-assigning / Escalating requests and incidents received by the business.
• Collaborating with all 3rd party resolver teams to ensure the timeous resolution of incidents and requests
• Responsible for SCI Support user administration including onboarding of new starters and off boarding of leavers.
• Responsible for distributing incidents and work requests, monitoring progress and providing feedback to business users until issues are resolved.
• Responsible for filing and archiving SCI support documents.
• Contributing to the improvement of the SCI IT Support Services through quality assessment, initiative and innovation.
• First Time Fix Resolution of issues reported to the service desk.
• Monitoring the SLA performance of 3rd party service providers and escalating SLA breaches and/or concerns to management.
• Identify and neutralise potential risks and challenges within the IT support service.
• Responsible for all audit related administration tasks.
• Creating relevant business continuity & training documentation.
• Service desk monthly reporting
Incident Management
• Responsible for the management of all technology disruptions to the business through the application of the ITIL Framework and ensuring minimal downtime to the business.
• Responsible for ensuring effective communication to manage customer expectations.
• Tracking of Major Incidents
• Creating Incident Reports and ensuring incident reports are received from 3rd party resolvers
• Maintaining the I.T knowledge base
Silica Central User Administration
• Responsible for user admin (New users, password reset, user role allocation and user off-boarding) on the Silica Central System and providing feedback to users.
Silica Service Desk
• Responsible for logging AWD user admin requests (New users, password reset, user role allocation and user off-boarding) with Silica Service desks and monitoring and driving to conclusion.
• Responsible for logging incidents and work requests with Silica Service desks and monitoring and driving to conclusion
• Responsible for preparing Silica incident reports
ITISS Service Desk & SRS’s
• Responsible for providing feedback to the ITISS Service Desk for incidents originating at ITISS.
• Responsible for logging ITISS Service Requests (SRS’s) and monitoring and driving to conclusion.
• Responsible for keeping an asset register of local hardware and coordinating with ITISS to align asset registers.

What will make you successful in this role?
Minimum Requirements
• Relevant tertiary qualification. (e.g. Information Systems)
• 2-4 years IT Support related experience will be beneficial.

Technical Competencies
• Proficiency in Microsoft Excel and the Microsoft Office Suite in general.
• Good understanding of the traditional software development & support lifecycle.
• Data analysis and reporting skills and experience will be beneficial

Behavioral Competencies
• A willingness to learn.
• Strong attention to detail and proactive attitude.
• Ability to organize and prioritize.
• Shows initiative and ability to work independently.
• Excellent communication skills both written and verbal in English.

• Excellent interpersonal skills and an ability to operate in a team.
• Client focussed thinking.
• Friendly and patient with users.

Qualifications And Experience

Qualification and Experience
Grade 12 and Diploma/Certificate with 2 to 4 years related experience.
Knowledge and Skills
Client Delivery and incident handling
Reporting and Administration
Technologies
Business Requirements Definition
Problem Tracking Tool
Personal Attributes
Action orientated – Contributing independently
Decision quality – Contributing independently
Optimises work processes – Contributing independently
Interpersonal savvy – Contributing independently