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Sun City Internship Programme 2023

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Sun City Internship Programme

Job ID6588

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Location: North West

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Closing Date: 02 July 2023

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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 

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  • 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 

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  • 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
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