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Deloitte: IT Intern -12 months Contract

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  • Post published:Nov 2, 2021
  • Post category:Jobs

Job Description

Main Purpose: 

  • To develop a sound knowledge and understanding of the End User computing: Customer Services Centre.
  • To add value to the End User Computing: Customer Service Centre
  • Job shadowing ITSD initially with progression to delivery per KPA’S
  • To assist and advise customers to resolve IT related queries.
  • End User Computing comprises three main areas: Client Contact Centre, Walk-up Customer Service Desk and Field work.
  • Individual will have exposure to each area to gain insight to these respective operational areas for the duration of the internship.

Differentiators for this specific role

  • Create and Maintain client relationship
  • Install and configure of standard hardware & software
  • Maintain a tidy environment
  • Administration and filing for IT service desk
  • Manage third party calls
  • Filling in for absent colleagues
  • Monitoring of SLA of calls (SLA 98%)

Key Performance Areas:

  • Strategic Impact
  • Under supervision, provides user support on IT queries in respect of hardware and software issues
  • Job shadow experienced ITSD Staff.
  • Ask questions
  • Research troubleshooting methodology.
  • Upskill in terms of theoretical knowledge

Client Impact: External/Internal

  • Log accurate and quality calls.
  • Create and manage client relationships
  • Install and configure of standard hardware & software.
  • Troubleshooting of standard hardware and software.
  • Attend to scheduled IT Service Desk duties.
  • Solves user queries remotely within SLA
  • Escalates issues to technical experts that cannot be solved

Operational Effectiveness

  • Works collaboratively with ATS team to ensure calls are closed in the shortest possible time span
  • Logs calls accurately with all detail onto system
  • Tracks queries through to resolution and closes them on logging system
  • Assists team members as required
  • Remains aware of risk in area of expertise in alignment with Deloitte policies and processes
  • Manage problems and incidents
  • Follow up on calls & client timeously
  • Updating of calls
  • Monitoring SLA of calls (SLA – 98%)
  • Appropriate escalation of queries
  • Acceptable response time to queries

Development/Growth of Team

  • Actively works to address identified development areas
  • Cultivates ability to give effective development feedback both upwards and to peers

Budgets and Forecast

  • Effective use of time, equipment and resources


Minimum Requirements: 

  • Minimum qualifications: IT Diploma
  • Desired qualifications: 3-year qualification with A+ CompTIA (International)
  • Minimum experience: 0-1 year in IT support

Technical Competencies:

  • Shows an understanding about call logging and service level agreements
  • Can demonstrate working knowledge regarding supporting – both Hardware (Laptop/Desktop experience, HP advantageous) and software related (windows 10, Office 365 required, mac advantageous)
  • Can explain what different forms of connectivity are (wired, wireless, mobile, VPN)
  • Demonstrates basic troubleshooting skills
  • Knowledge of various Collaboration tools (teams, zoom, skype for business)
  • Good theoretical understanding of following IT best practices, processes and procedures
  • Working in a corporate environment

Behavioural competencies:

  • Ability to communicate in such a way as to:
  • Good spoken and written communications skills
  • Listen and understand the customers’ needs
  • Articulate in a clear and understandable manner steps to resolve IT issues
  • Polite, well mannered, clear, confident
  • Engaging and warm tone