Kerridge Commercial Systems Is Recruiting:Support Analyst Intern – Stellenbosch, South Africa

Hourly HitsMarch 25, 2023

2 minutes read

Closing Date: Not Specified

Key Responsibilities:

To ensure all incoming incidents are responded to promptly. Maintaining a confident and professional approach to all communications
To efficiently identify the caller and accurately assess their needs or requirements and nature of incident, following specific procedures based upon that assessment.
To accurately identify and agree with the customer the severity of the incident allowing effective workload prioritisation to take place. Setting correct customer expectation.

To ensure sufficient information is gathered and recorded as a new log on the Support System. The information should be an accurate and complete statement of the customer’s incident together with any actions taken or advice given.

To take initial responsibility of the log and attempt to provide a solution using personal knowledge, colleague’s knowledge and available knowledge bases.Ensuring customers are kept informed on progress of any open logs for which you have responsibility.

Where no immediate solution can be found, correct and prompt escalation based on current procedures. Communicate escalation to customer.To undertake such training as deemed appropriate to the post held.To maintain an up-to-date knowledge of supported applications and developments.

Additional Duties

Working individually and as part of a team towards the aims and objectives of the company as a whole.
To fulfil Departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.

Maintain ongoing working co-operation with managers and staff within the department and the wider workplace.
The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post.

Knowledge and Experience:

Essential:

Looking to gain work experience in the relevant field of their qualification

Not more than 12-18 months of work experience as this is an internshipGood written and verbal communication skillsTech savvy and computer proficientAttention to detailCustomer and service focusedDriven, proactive and motivated personality

Flexible to changes in tasks and the support environment
Good Problem-solving skills
Eager to learn and apply new skills and concepts

Desirable:

In the process of or have completed an IT degree or diploma
Any understanding of software and/or software support environments would be an advantage.
Basic grasp of business processes and operations

Person Specification:

Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical mannerHave excellent customer care and strong interpersonal skillsProject a professional imageBe adaptable and work as an effective member of a team

Be organised and manage own workload efficiently

Maintain a professional standard of communication at all levelsWork conscientiously and use initiativeBe calm under pressure and manage stressful situationsAdopt a positive, pro-active approach to work

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