The main purpose of the job
The Service Delivery Intern serves as a customer advocate and supports the service delivery team using administrative tasks, data capturing and reporting. The position requires regular and effective communication with our internal and external teams. The service delivery intern assists in several functions that enable the service delivery team to deliver a high-quality service to end users.
Core Activities & Accountabilities
Service Management
- Act as the customer advocate on operational and service management matters.
- Know about the services provided to each customer, and understand the effect a service outage may have from the customer’s perspective.
- Be responsive to the customer in all requests or issues.
- Good communication around issues and opportunities – get things done, make things happen.
- Capture data for and analyse service reports based on transactional performance data.
- Gather data for, creating and analysing service-level data reports.
- Log for investigation of any trends or issues identified in analysis.
- Assist in liaising and managing incidents raised via the Service Desk to the business and the Client to ensure that they are completed within the allotted timeframes as indicated by the SLA through the proactive implementation and enablement of alerting mechanisms.
Technical
- Work with the Operations Team to ensure that accuracy of delivery and access to information is made available to promote the accuracy of reporting
- Assist in ensuring a key technical focus on the delivery of services and making the Operations Team aware of SLA breaches, quality of work and customer expectations.
Performance and Quality
- Assist in the identification of areas for Service Improvement and assist with Service Improvement Plans. Ensure actions are followed through to completion promptly.
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
- Assist in providing regular and accurate management reporting on IT Service performance.
- Ensure effective dialogue between business and IT role players.
Documentation
- Ensure delivery of SLA and operational engagement models to ensure that IT adheres to contracted work and measured against deliverables.
- Assist in documentation capturing and management.
Self Management
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Demonstrate consistent application of internal procedures
- Plan and prioritize, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational needs
Qualifications
Minimum requirement: Matric
Competency Requirements
Behaviours
- Energy
- Passion
- Respect for others.
- Honest and Fair
- Creativity
- Entrepreneurial Orientation
- Positive Attitude
- Courage
- Tenacity
- Achieves Results
Essential
- Evaluating problems
- Investigate Issues
- Creating innovation
- Building Relationships
- Communicating Information
- Providing Leadership
- Showing Resilience
- Adjusting to change
- Giving Support
- Processing Details
- Structuring Tasks
- Driving success
Leadership
- Judgment
- Strategy
- Execution and Results
- Customer centred
- Talent
- Planning and Improvement
- Influence and Communicate
- Ethics and Compliance
- Adaptability
Functional Competencies
- Some technology background and interest
- Excellent written and verbal communication skill