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About the Division 

As Africa Technology Services (ATS), our objective is to provide the firm and our people with the means, knowledge and technical support to fulfil our professional responsibilities. The ATS division serves as a support function at Deloitte and is comprised of the following teams: 

• PMO – Project Management Office
• BMS – Business Management Services
• SAP – Systems, Applications and Products
• IAAS - Infrastructure as a  service
• BSASI – ATS  Business Analysis
• CAD - Centre of Application Development
• USS – User Support Services

We are committed to empowering the firm by establishing an environment of continuous learning, challenging experiences, and enriching career opportunities. We are connected by a collaborative culture that fosters integrity, outstanding value, and strength from cultural diversity.

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

Collaborative / Team player skills

• Teachable and Eager to learn 
• Positive and uplifting attitude
• Is curious and engaging
• Willing to assist team wherever necessary 

Passion

• Understanding, using, and leveraging Technology
• To give exceptional service and assist others
• To do everything with excellence 
• Reliability 
• Flexibility 
• Management of responsibilities 
• Ability to learn 
• Good Communication skills 
• Interpersonal skills 
• Punctuality 
• Honesty
• Integrity

Key Competencies required / Talent Standards Capabilities:

Leadership Capabilities

Living our Purpose - Identifies and embraces our purpose and values and puts these into practice in their professional life

Influence - Builds relationships and communicates effectively in order to positively influence peers and other stakeholders

Performance drive - Seeks opportunities to challenge self; teams with others across businesses and borders to deliver and takes accountability for own and team results

Strategic direction - Understands objectives for clients and Deloitte, aligns own work to objectives and sets personal priorities

Talent development - Develops self by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador

Behavioural competencies 

• Good communication skills, both written and verbal
• Problem solving ability
• Interpersonal and relationship building skills
• Client delivery focus
• Adaptable
• Focus on quality and awareness of risk 
• Desire to develop self 
• Business acumen

*Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities.