Service Desk Administrator I > Close Date: 2015/01/30 Summary Service Desk Administrator I (141223-6) - Discovery Logo Tracking Number HS/D225/23122014 Job Title Service Desk Administrator Internship Business Unit Discovery Department Learning and Development Location Sandton Type of Position Internship Key Purpose The Internship programme is for learners/students who have completed their IT qualification and require work experience. Please note: This opportunity is being advertised in accordance with the companys Employment Equity initiatives. Key Outputs • Ensure that all received queries are attended to within the agreed Service Level • Ensure that all queries are logged and recorded / logged within the relevant systems tools • Ensure that projects are managed accordingly and meet the set deadline • Ensure that the set performance criteria with regard to quality assurance are met. • Ensure that all queries are managed effectively within the set timeframes so that all calls are resolved in accordance to agreed business processes and standards • Investigation and understanding of reported queries and obtain a clear understanding of what the actual incident is that’s being reported. Understand the extent and impact of the incident within business • Where applicable, ensure that all telephonic calls are managed according to the stipulated departmental performance measure Customer focus: • On an ongoing basis present a professional image and service delivery to all clients • Maintain customer focus throughout the resolution of calls, ensuring that the incident is resolved within the shortest possible time • Ensure client satisfaction with the service delivery levels provided by the service providers Strategic / Tactical: • Provide input as required to Team Leaders and Management on optimising internal processes and SLA’s NB: The role is not limited to the key outputs mentioned above Competencies The successful candidate will be required to display the following competencies in this role: Ability to do Trend Analysis • Trouble shooting, fault diagnosis and Root Cause Analysis • Analytical and logical thinker • Excellent verbal and written communication • Ability to deal with difficult clients • Ability to work under pressure • Interpersonal skills • Politically astute • Proactive • Self-motivated and driven • Team Player • Attention to detail • Good time management • Ability to build and maintain relationships with key stakeholders • Extensive Knowledge of Discovery Health Product, business rules and processes • Knowledge of the various Applications used in servicing the Discovery product. Qualifications & Experience • Qualification: IT related diploma/degree, preferably technical and not programming. • Excellent time management • Communication and administrative skills • Attention to detail • Sense of urgency dc.external.erecruit.co.za/candidateapp/Jobs/View/141223-6/Service_Desk_Administrator_I
Posted on: Mon, 05 Jan 2015 14:17:10 +0000
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