IT Support Intern at Safariwatch Limited

JOB DESCRIPTION

Reports to: IT Officer 

Duties and Responsibilities

1. Support the organisations Sales Partners through responding to and resolving technical questions from clients.
2. Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
3. Train Sales partners on company products/ IT solutions to enable them effectively sell the products
4. Provide support, including design and preparation of company brochures for the Sales Partners and preparation of relevant reports
5. Support the roll-out and configuration of Safariwatch products to its clients
6. Respond within agreed time limits to call-outs by safariwatch clients and sales partners
7. Set up new users' accounts and profiles for staff and Sales partners and deal with password issues
8. Monitor the security of all IT systems and keep security programs up to date.
9. Troubleshoot system and network problems, diagnosing and solving hardware or software faults
10. Prioritize and manage many client open cases at one time
11. Establish a good working relationship with customers and other professionals, such as sales partners
12. Test and evaluate new technology

Key Performance Indicators (KPIs)

IT Support team

1. Respond to sales Partners inquiries as allocated within the hour during work hours.
2. All Client questions should be acknowledged in the hour and resolved in 24hours
3. Provide clear and easy to understand Training for newly recruited Sales partners
4. Support to field Sales Partners should be satisfactory at 90% satisfaction from all sales partners.
5. Customer satisfaction in terms of Technical support should be 90%
6. Ensure 30% growth in sales in the current financial year through speedy response and support of Sales Partners.
7. Implement IT support systems and procedures as per company policy to ensure efficient running of company operations.
8. Ensure continued Individual development through taking 3 certifications on ZOHO CRM every quarter to enhance product knowledge.     

Person Specifications

Academic Qualifications

1. University degree/ diploma from a credible institution.
2. Recently graduated between 2019 and 2021

Professional Qualifications

Professional training and certification in IT would also be an added advantage.

Experience

Minimum of 1-2 years’ Internship experience in IT Industry.

Skills and Attributes

1. Digital Marketing
2. Networking knowledge
3. Background in Sales
4. Can do web creations
5. CRM Knowledge/Web development and presentations.