Intern: IT Service Desk Administrator

at  Signature Cosmetics

• Understand and adhere to all internal processes and policies in order to minimise potential disruption to business activities
• Create a welcoming, inspirational, and personalised experience for customers
• Assist in tracking IT assets, including computers, accessories, and software licenses.
• Work closely with other IT team members to support ongoing projects and new IT initiatives.
• Deliver excellent customer service by maintaining a positive attitude and ensuring users’ technical concerns are addressed promptly and professionally.
• Identify potential areas for process improvements and suggest practical solutions to streamline the IT support process.
• Provide first line technical support to resolve service desk incidents and re-route the query or escalate as and when required
• Learn and deliver customer service basics, phone and email etiquette, and effective communication requirements
• Learn basic support principles and escalation frameworks, case logging and management
• Learn basics in Connectivity, Software Support, and basic hardware support
• Riase any queries and ask questions in order to expand knowledge and understanding
• Provide feedback on common or identified issues experienced
• Set up hardware at head office to gain experience in processes and functionality
• Provide relevant feedback on all unresolved incidents to the Service Desk Supervisor
• Assist with providing administrative support services for servers, desktop and laptop computers, printers, routers, switches, firewalls, telephones, smartphones, application deployments, resetting of passwords and security updates
• Assist with troubleshooting activities, resolve problems and connectivity issues and mitigate operational risks
• Actively support and participate in major incidents, changes and releases, disaster recovery planning and implementation projects as and when requested
• Maintain methods of communication to keep stakeholders informed and build effective relationships
• Provide administrative and technical support to the IT department and line manager
• Ensure a clean and safe environment by applying housekeeping principles

Requirements

• Grade 12 or equivalent qualification required
• Current enrolment in a Bachelor’s or associate degree program in Information Technology, Computer Science, or related field is an advantage.
• IT certificates an advantage
• Understanding of ITIL concepts or other IT service management frameworks an advantage
• Basic knowledge of Active Directory or Cloud, Office 365, VPNs, and IT security practices is a requirement
• Experience with ticketing systems and remote support tools is an advantage.
• Familiarity with mobile device management (MDM) solutions an advantage

Please refer the Job description for details