T-Systems Service Desk Agent Internship

Advertiser: T-Systems South Africa Holdings (Pty) Limited
Department: Customer Care / Help Desk / Service
Location: Midrand

Employment Type: Full Time Trainee position (Fixed term - shift work)
Education Required: Bachelor’s degree or equivalent
Experience Required: None

Main purpose of the job: To perform national, technical telephonic / helpdesk first and second level support to users on communications technologies within the required SLA parameters.

Key areas of responsibility:
  • First point of contact with users (telephone and email).
  • Answering of telephones.
  • Logging of incidents and problems.
  • Assigning problem ticket to correct Assignment Group / Assignee.
  • Diagnosing and solving software and hardware problems.
  • Resetting passwords.
  • Various administrative duties.
  • Ensuring the escalation and follow-up of problem tickets according to set standards.
  • Confirmation and closure of resolved problem tickets.
  • All the above actions are performed against set service levels.
  • Courtesy call to clients.

Selection criteria:
  • Applicants must be South African citizens;
  • Have completed a Matric / Grade 12, A+ and N+ qualifications or equivalent and be able to demonstrate good academic record and achievements;
  • Application forms must be completed in full and copies of academic records must be included;
  • Not have previously participated in an internship or graduate programme;
  • Have no work experience in the field of study;
  • A recent Graduate (2011 - 2013);
  • Considered a youth (18 - 27 years);
  • Verified qualification certificate and no criminal record;
  • Effective communication in English (written and verbal);
  • Prepared to undergo psychometric assessments.

Knowledge, Skills and Attributes required:
  • Security courses (advantage)
  • Planning and organising skills
  • Delivering results and meeting expectations
  • Following instructions and procedure

Consideration will be given to ALL race groups from financially disadvantaged backgrounds (proof may be required). Travel might be required in some of the advertised positions. Immediate family members of current T-Systems employees are not eligible to apply. Should you not have received a response within 30 days of the closing date, please accept that your application has been unsuccessful.

Reference number: 77489

Closing date: 22 April 2013

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Definitions:

Internship:

There are basically two types of internships:

  • The Undergraduate Internship: Usually with bigger organisations that pick undergraduates to attend the internship. It often takes places during the holidays and the average durations is a few weeks. In most cases the intern will receive some sort of stipend or salary and this type of internship may lead to a job offer to the intern once he / she is finished with their studies.
  • The Graduate Internship: This type of internship could be paid or unpaid and it is to gain practical work experience after the qualification has been completed and in a job related to the qualification. It could be from a few weeks or even one or two years long. This type of internship could also lead to permanent employment.

Learnerships:

A learnership is an occupational qualification and it consists of theory and work-based experience and practical skills, with formal assessment and a qualification. At the end of the learnership the candidate may be offered permanent employment.

In-service training:

In-service training is to gain practical work experience during studies. It usually takes place after a few years of theory has been successfully completed. It is essential work experience that is part of the qualification and the in-service training is necessary to achieve the qualification. It could be paid or unpaid.