Job: Service Management Intern

Company : Sanlam; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Sanlam is seeking a capable IT support professional to provide first line help via the Service Desk, logging incidents and service requests, and offering technical guidance to end users. You will operate within a team, share knowledge, and contribute to improving performance standards while ensuring issues are addressed in line with predefined SLAs.

The role requires Matric and a Degree or Diploma in Information Technology, with the ability to escalate complex problems when needed and provide

Qualifications

• Matric.
• Degree or diploma in Information Technology.

Responsibilities

• Deliver a first line support service via the Service Desk by logging incidents and service requests.
• Offer technical advice to end users.
• Work as part of a team, sharing knowledge and working together to increase performance standards.
• Troubleshoot to identify, assess, resolve and escalate incidents and service requests within the SLA.

Skills

IT support

Communication

Education

Matric

Degree or diploma in Information Technology

Job description

Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co‑ordination of rapid and appropriate responses for basic problem resolution for new and existing systems, and provides basic telephonic training on these systems when required. Escalates more complex problems but may manage the incident to completion. Identifies interim and long term solutions and provides regular updates to the Senior Problem Analyst. Participates in internal forums and work groups to contribute to the methodology and standards.

Responsibilities

• Deliver a first line support service via the Service Desk by logging Incidents and Service Requests received telephonically and via e-mail.
• Offering technical advice to end users.
• Work as part of a team, sharing knowledge and working together to increase performance standards.
• Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within the agreed SLA, according to the agreed processes and in a professional and customer sensitive manner.

Qualifications

• Matric
• Degree or diploma in Information Technology