Discovery: IT Internship Programme 2024

Position Title: Contact Centre Technical Administrator

The Contact Centre Technical Administrator provides 1st line support to the Contact Centre environments. This involves the timely and effective response to IT related incidents that impact any client facing staff.

The incumbent will be responsible for rapid and appropriate resolution to desktop and application related incidents within this critical business function. Provide telephonic and remote support and advise to users on all IT related matters.  Escalate problems to 2nd tier or specialised teams where required and act as liaison between users and 2nd tier support teams, follow up teams and manage user expectations.

Responsibilities:

• Provide urgent and time sensitive assistance and technical support to minimise downtime to contact centre bankers and bank sales teams which has a direct influence on Bank service levels and Bank sales targets.
• User Account Management: Manage user accounts, including setup and maintenance.
• Secure Network Resource Provisioning: Grant and maintain access to secure network resources such as shared folders, network drives, and Internet access.
• Helpdesk Ticket Resolution: Respond to and resolve tickets on the relevant bank channels within specified timeframes.
• Remote and Onsite Support: Provide first and second-line support to both and onsite remote bankers.
• IT Infrastructure Tasks: Perform tasks such as Windows Imaging, hardware and software troubleshooting, driver-related issues, computer and user account setup, router configuration and performance monitoring, SIM card and data management, Bit locker recovery, SAP and Contact Centre service portal installation and configuration, virtual desktop support, CLI extension allocation, AD group management, Microsoft Authenticator MFA and VPN setup, and Microsoft Endpoint Manager administration for users and devices.

Requirements:

• Degree in Information Technology or related IT qualification