Job Purpose
The Service Delivery Intern will assist the service delivery team in ensuring that client services are delivered effectively, efficiently, and in line with agreed service levels. This role provides exposure to IT service management processes, client relationship management, and operational support, offering a hands-on learning experience in a professional service environment.

Key Responsibilities

1. Client Service Support

• Assist in logging, tracking, and updating client service requests.

• Support the team in monitoring service levels and ensuring timely resolution of tickets.

• Communicate updates to clients and internal teams when required.

2. Reporting & Documentation

• Help prepare service delivery reports and performance metrics.

• Maintain accurate documentation of client issues, resolutions, and follow-ups.

• Assist in compiling feedback from clients for service improvement initiatives.

3. Process Support & Coordination

• Assist with coordinating tasks between technical teams and clients.

• Support onboarding processes for new clients and projects.

• Learn and apply ITIL or company-specific service management processes.

4. Administrative Support

• Schedule meetings and prepare agendas for service delivery reviews.

• Take minutes during meetings and share with stakeholders.

• Assist in maintaining client records and service agreements.

Skills & Competencies

• Good communication and interpersonal skills.

• Basic understanding of IT services or customer support processes.

• Strong organisational and time management skills.

• Problem-solving mindset and eagerness to learn.

• Ability to work in a team and follow processes.

Education & Experience Requirements

• Currently studying or recently completed a qualification in IT, Business Administration, or a related field.

• Basic knowledge of service delivery or customer service is advantageous but not essential.

Additional Information

• This role offers exposure to IT service management tools and client engagement processes.

• Intern is expected to maintain professionalism and confidentiality at all times.

• Occasional after-hours or weekend work may be required for urgent client needs.

Performance Indicators

• Accuracy and timeliness of updates in service tickets.

• Positive client and team feedback.

• Adherence to service delivery processes.

• Demonstrated improvement in service and operational knowledge.

Contact information

Carissa Moopanar