Helpdesk Agent Intern

Purpose of the role

The Helpdesk Agent Intern serves as the single point of contact for end users to receive support and maintenance. Responsible for offering support and customer service on company-supported computer applications and platforms through running diagnostics, troubleshooting problems and analyzing appropriate actions.

Key Responsibilities

Administrative

• Updating tickets regularly
• Update documentation and processes within the support environment
• Ensure that the call category is appropriate to the description

Productivity

• Calls closed within SLA
• Resolution rate (how long it takes it takes to resolve ticket/s)

Quality

• Low call re-open rate
• Agent utilization (average tickets per day resolved and time spent)

Customer Satisfaction

• Good client feedback from satisfaction survey
• Keeping users informed on the progress of the query

Core Skills

Personal Attribute required for the job

• Effective communication skills
• Telephone etiquette
• Active listening skills
• Customer excellence orientation
• Ability to work as part of a team
• Proactive problem solver
• Good organizational abilities
• Ability to pay attention to detail
• Time and priority management

Minimum Reuirements

• IT Certification/Diploma
• Call Centre (Advantageous)
• South African Citizen
• No Previous Internship
• Located within Cape Town

Requirement Process

• Competency based interview to assess the above requirements
• Applicable assessment
• Background checks