Help Desk Intern Technician

SPECIFICATION

This role is responsible for the handling, troubleshooting and resolution of incoming queries from a
vast user base. This role provides front line support to the customers, and is often the first contact
that the users have with the service. It is therefore a key requisite of this post to maintain a customer
focus as all times.

DUTIES & RESPONSIBILITIES, NOT LIMITED TO:

• Answer and address all requests via email, telephonically or verbally in accordance with Service
  Level Agreements as well as processes and policies relating to the operation of the Support Desk,
  in real-time.
• To accurately record, prioritize, assign and update all support requests through the chosen
  helpdesk software.
• To ensure that every activity performed in the call resolution process is captured, in real time,
  accurately and with the required detail on the chosen help desk software.
• To action, assign, escalate and resolve first, second and third level calls, in accordance with
  Service Level Agreements, processes and policies, within Service Level time frames.
• Ensure that the implemented escalation processes are followed.
• Ensure that the implemented communication processes are followed.
• Ensure that the defined priority levels are adhered to and followed.
• To ensure that the call number, priority and estimated timescales are clearly and positively
  communicated to the customer telephonically and via email.
• To ensure that customers receive regular updates on call status.
• To log calls with other service organizations providing sufficient information to meet their data
  requirements and ensure an accurate priority can be applied.
• To ensure that all open calls logged with services organizations are followed up, updated and
  escalated in accordance with Service Level Agreements, processes and policies.
• To maintain skills to meet changes in new technology
• Any other duties as requested by the Manager: Support Desk Services or Netflow Management.

REQUIREMENTS:

• Matric / Grade 12 or equivalent certificate essential
• In the process of obtaining or recently obtained a Diploma/degree relevant to IT (A +, N+)
• Understanding of Linux Operating System, TCP/IP and OSI model
• Excellent understanding of MS Office: support level
• Remote Desktop or similar pc remote tools
• An understanding of the LAN and WAN environment

Competencies:

• Problem solving and good analytical skills
• Ability to multitask & use Initiative
• Technical understanding of IT infrastructures
• Good knowledge of PC’s and fault-finding
• Interpersonal skills
• Teamwork