Global IT Intern

2 weeks ago

Cape Town, South Africa Ten Group Full time

**Overview**

Ten is a leading global lifestyle management business with operations in over 24 locations across APAC, EMEA, LAC and NAM. We currently support more than 1300 employees globally. Our IT Department is looking for interns who are wanting to gain some first-hand experience. As interns, you will be managed by a member of the IT Service Team who will provide training until you are ready to engage directly with the users. This is a great opportunity if you are wanting to experience IT in a support role while having senior engineers available to assist and mentor you in your journey.

**Who We Are**

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Coutts, Bank of America, Westpac and Royal Bank of Canada.

As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

**Looking ahead, Ten's strategy revolves around four key areas**:

- Deliver a world-class member experience
- Invest in technology
- Expand contracts with new and existing clients
- Establish a foothold in new markets by leveraging its market-leading service proposition

**Main Duties and Responsibilities**
- Working within an IT Support Service Desk environment
- Answering all inbound calls via the contact centre
- Provide 1st-line telephonic IT support to global users
- Monitoring of the inbound ticket queue and assisting or allocating to appropriate resources within the team
- Responding appropriately and dealing with incidents; service requests; queries and complaints in an effective manner (i.e. punctual; polite and with empathy)
- Taking ownership of incidents and service requests assigned to you; responding to these within SLA and managing to resolution
- Contribute fully as an active team member and ensure team objectives are achieved
- Work rotational shifts between 7am and 10pm (SA time) *8hour shifts with a 1hour lunch

**Requirements**:

- Based first 3 months onsite, thereafter moving to flexi working model
- Well spoken (as role will require 99% telephonic support with users from global offices)
- No previous working experience required
- Matric certification
- IT based qualification or certification
- Able to learn quickly and in a fast-paced environment
- Good internet service at home
- Have a quiet home/work setup (to be able to provide support without interference or background noise)
- Highly motivated with a passion for technology and customer service
- A highly trustworthy individual

**If you meet these criteria and would like to be considered, then please send the following**:

- CV of no more than 2 pages

**Benefits**

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

**All our employees also enjoy a range of benefits**:

- Offer flexible work arrangements including Hybrid work possibilities
- Annual Leave of 15 days per annum, 20 days per annum from the second year and an additional 3 extra days of annual leave in their third year.
- One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
- We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car).
- ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
- Access to lots of great travel and entertainment discounts as our clients members would
- There are lots of social e

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