Thursday, 26 November 2015

Discovery Service Desk Administrator Intern 2016

Discovery seeks a Service Desk Administrator Intern in Sandton.


  • 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


  • IT related diploma/degree

  • No experience required

  • Excellent time management

  • Communication and administrative skills

  • Attention to detail

  • Sense of urgency

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.

Closing date is 07 December 2015.

Click here to apply online

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