Job Profile – Help Desk Support Analyst Intern

Purpose

Interns work closely with our senior technical staff as part of a 12-month internship. During this time, they will be expected to complete a rigorous training schedule that consists of on the job training and virtual classroom training sessions. The help desk interns will ensure that escalated supported cases that reach the business are handled with strict service level agreements in place servicing the critical needs of our clients. Interns will have access to the Atvance Intellect senior technical team through the trouble shooting process ensuring speedy resolution of cases escalated. Through this engagement they will gain a deep understanding into one of the most exciting and challenging career paths in information technology.

Primary Duties & Responsibilities:

    • Field incoming support request managed with customer defined service level agreements
    • Where possible resolve support cases through systematic defined processes, as well as utilising integrated vendor support channels.
    • Escalate advanced support cases where resolution not being achieved within service level agreement.
    • Maintain service records utilising state of the art customer integrated helpdesk systems
    • Perform system testing and updates ensuring completed resolution mandates
    • Maintain IT documentation in-line with processes and procedures defined
    • Ensure that all training and certifications are completed diligently as per agreed training and development plans.
    • Assist and work with senior technical staff with the delivery and support of our solutions to our customers.
    • Assist and work with senior technical staff to deliver well-formed advice and guidance that drives value and with our customers.
    • Data Privacy and Security Responsibilities:
      • All Atvance Intellect employees are responsible for safeguarding the information and information systems that they use or handle in the execution of their duties, including that of our customers.
      • Employees are obligated to know and perform their duties in accordance with Atvance Intellect’s data protection policies, standards, and procedures related to security and report security violations to the appropriate responsible parties, including that of our customers.

Basic Qualification Requirements:

  • Matric/Grade 12
  • Industry Relevant Degree, Diploma, Certifications in IT Architecture, IT Technologies and or equivalent practical experience.

Other Position Requirements:

  • Excel at solving complex problems.
  • Excellent verbal and written communication skills.
  • Ability to work as a cohesive and contributing member of a bigger team.
  • Have agility and being adaptable to change.
  • Be innovative and creative in your approach to finding solutions.
  • Possess excellent work ethic.
  • Have strong interpersonal skills with the ability to work within a diverse cultural environment.
  • Demonstrate excellent time management skills.
  • Possess high attention to detail.