Sun City Internship Programme 2023
Sun City Internship Programme
Job ID6588
Location: North West
Closing Date: 02 July 2023
JOB PURPOSE
Responsible for the timely and effective response to maintenance queries and problems through the receipt and logging of identified problems; the co-ordination and allocation of job cards to relevant maintenance managers, supervisors or maintenance team members and follow-though until resolution, in line with Company procedures.
EDUCATION AND REQUIREMENTS
- Grade 12
- N6 Hospitality Management
- Letter from the institution for internship
- Skills and Knowledge
- Problem solving
- Attention to detail
- Assessing and evaluating information
- Organising skills
- Initiative
- Decision-making skills
- Dealing with customers
- Technical acumen
- Listening skills
- Telephone skills
- Proficient in MS Office
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KEY PERFORMANCE AREAS
Incident Response & Service Desk Allocations
- Respond telephonically to user issues
- Identify user information
- Log incidents / calls
- Complete checklists
- Conduct telephonic diagnostics to facilitate prompt resolution or redirection to relevant maintenance manager
- Pick up new incidents and correctly assign to relevant maintenance areas for troubleshooting and resolution
- Monitor severity of incidents, update the system, and escalate issues where necessary in line with policy
- Complete Incident priority reports for shift handover meetings with the correct level of detail for current incidents.
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USER ENGAGEMENT
- Answer calls received by the service desk promptly and treat all clients with respect
- Analyses severity of the issue i.e. high, medium, low
- Elicit caller information for mandatory fields
- Capture information accurately and efficiently into the system
- Interacts with the client and provides service to resolve their individual queries
- Identifies and resolves potential service issues first time round
- Complaints, disputes and suggestions are actioned / escalated as per SOP
- Service delivered as per SOP
