Internship: Query Analyst at Discovery Limited

About The Discovery Internship Programme

An internship is a programme which provides on the job training for unemployed graduates who need to gain work experience.

The Discovery Internship Programme was launched in 2006 and we have successfully developed and changed the lives of over 480 graduates, with an average permanent placement of 71% post an internship.

You will be awarded an opportunity to join the smartest team in the industry and be prepared to enter any fast paced work environment after your 12 months with Discovery.

Key Purpose of the role

• To accurately and efficiently log and/ or action Application Service Desk Inquiries / Incidents with the objective of achieving a high rate of First Call Closure, while maintaining agreed levels of client service experience and average Turn Around Time.

The successful applicant will be responsible for but not limited to the following job functions:

Ticket

• Field interactions directed to the service desk while providing a client centric interaction that manages the expectation of the client.
• Translate into a data ticket which has both the elements of completeness and accuracy. Gauge the urgency of the request through information provided and escalate as necessary.
• Evaluate captured data investigating possible causes, and systematically troubleshoot the issue using resources such as knowledgebase at your disposal, in an effort to provide a first contact resolution to the client, or route to the correct 3rd party service provider to resolve.
• Throughout the duration of the ticket, maintain ownership, update ticket information and status while continuously feeding back to clients.
• Verify issue has been resolved.

Incident Inititiation Form

• Analyse incident and liaise with external teams to determine and document root cause within CA Unicentre.
• Diagnose possible fixes/work-around, evaluate and eliminate possible causes.
• Evaluate sets of incidents to establish common trends/patterns. Refer known/repetitive errors/training needs to Incident Analysts.

Monitoring

• Periodically (as per service desk operations manual) monitor system infrastructure tools.
• Log calls if issues are identified from monitoring and invoke incident management process.

Technical Skills

Personal Skills and Competencies

• Technical troubleshooting and Analysis
• Time management and prioritization

Behavioural Competencies

• Stress Management
• Time management
• Customer/ service orientation
• Learning orientation
• Analytical thinking

Qualification Requirement

• Matric / Grade 12 is essential.
• Information Technology Diploma/Degree (Essential)
• ITIL Certificate (Advantageous)

Specific Requirements

• No previous internship and/or graduate programme in any industry or government institution
• No work experience (Essential)
• Between the ages of 18 – 30 (Essential)
• You must be a South African Citizen by Birth or by naturalization before the 27th April 1994.