IT Desk Support Intern

Internship Opportunity

• Who should apply: Students and recent IT graduates who are starting their IT career

About the Opportunity

• MiWay is committed to enabling people to live their way through a reliable, secure, and customer-focused technology ecosystem.
• This internship is an opportunity to gain meaningful practical experience, develop your IT skills and understand how technology supports a real business. You will join the Desktop Support team at our Kosmosdal office, a fast-paced call-centre environment where technology helps our people serve customers every day.
• Who you will work with: You will work alongside experienced Desktop Support team members, under the guidance of the Desktop Support Manager. You will also work with employees across the business, from call-centre agents to senior management, as well as other IT teams and service providers.

Purpose of the Role

• The internship gives you hands-on experience in end-user IT support, while you contribute to the work of the Desktop Support team and help our users.

What You Will Learn

• You will learn by doing, with guidance from the team, and you do not need prior knowledge of these areas. The internship goes beyond fixing computers – you will see how people and devices are supported from start to finish:
• Lifecycle — Stages you will be exposed to:
• User lifecycle: Onboarding → Support → Access changes → Offboarding
• Device lifecycle: Receive → Prepare → Deploy → Support → Recover → Decommission → Retire

What You Will Do

• Your tasks will grow as your skills and confidence develop. All work is done under supervision and in line with MiWay's IT processes.

Technical Support

• Assist users with Windows 11, Microsoft 365, Outlook, Teams and OneDrive
• Help set up desktops, laptops and mobile devices for users
• Support hardware checks and replacements with a team member
• Learn how to troubleshoot and set up printers
• Assist with basic network and Wi-Fi connectivity checks

User Accounts and Access

• Learn how user accounts and groups are created and managed in Active Directory and Microsoft Entra ID
• Assist, under guidance, with password resets, account unlocks and multi-factor authentication (MFA) setup, following approved identity checks
• Support onboarding, role-change and offboarding tasks (joiner, mover and leaver processes)

IT Requests and Tickets

• Learn to log, update and close tickets in Jira Service Management
• Understand how priorities and service levels (SLAs) help the team respond to users on time
• Learn when and how to escalate issues to senior team members

IT Equipment and Asset Management

• Assist with issuing equipment to staff and recording returned equipment
• Help prepare returned devices for reuse, including formatting and reinstalling
• Support serial number tracking, stock checks and asset audits
• Help keep the asset register accurate and up to date

Call Centre and Business Systems

• Gain exposure to the telephony systems used by call-centre agents (Genesys Cloud and the legacy CIC system) and assist with basic troubleshooting

Documentation and Teamwork

• Help create and update work instructions and simple IT guides
• Assist with weekly operational reporting
• Participate in team meetings and share ideas for improvement
• Please note: Interns are not responsible for high-risk administration, major system changes or security decisions. These remain with experienced team members. You will learn about them through observation and guided practice.

Technology and IT Areas You Will Be Exposed To

• You will work with modern workplace technology used in large organisations:

Technology — What it is used for:

• Windows 11 and Mac OS: The operating systems that run on company computers
• Microsoft 365 (Outlook, Teams, OneDrive): Email, meetings, chat and saving files in the cloud
• Active Directory and Microsoft Entra ID: Managing user accounts and who can access which company systems
• Microsoft Intune and SCCM: Managing, updating and keeping company devices secure from one central place
• Jira Service Management: Logging and tracking IT requests and problems
• Genesys Cloud and CIC: The telephony systems call-centre agents use to speak to customers

Education

• A relevant National Diploma or equivalent NQF Level 6 qualification in Information Technology or a closely related IT field; or
• A relevant Bachelor's Degree or other recognised qualification at NQF Level 6 or higher in an IT-related field
• Relevant fields include Information Technology, Information Systems, Computer Science, Computer Systems, Networking or End User Computing.
• Advantageous qualifications or additional learning (not required)
• CompTIA A+ or N+ (completed or in progress)
• Microsoft fundamentals certifications or Microsoft Learn courses
• ITIL 4 Foundation or introductory IT service-management learning
• General Experience
• No previous corporate IT work experience is required. Gaining practical corporate IT experience is exactly what this internship is for.

Any exposure to IT is welcome, for example:

• Academic or student projects, practical coursework or laboratory work
• Personal IT projects or basic computer troubleshooting
• Voluntary technical support or workplace-based learning

Required Skills

• Basic computer knowledge and confidence using Windows and Microsoft Office
• Willingness to learn and curiosity about technology
• Logical thinking and problem-solving ability
• Good spoken and written communication
• Attention to detail
• A customer-service mindset
• An interest in building a career in IT

What You Will Gain

During the internship, you will gain:

• Practical IT workplace experience in a corporate environment
• Technical and troubleshooting skills
• Experience working with real users, building customer-service and professional communication skills
• Exposure to IT support processes and Microsoft workplace technologies
• An understanding of IT equipment and asset management
• Experience that can strengthen your CV
• A broader understanding of the different areas within IT

What We Expect From You

We are looking for someone who will:

• Work respectfully and professionally with others as part of a team
• Take responsibility for your work and be reliable and punctual
• Follow instructions and agreed processes
• Accept feedback and ask questions when you are unsure
• Use good judgement and think before acting
• Protect confidential information and use company systems responsibly
• Show initiative and stay calm under pressure

What You Can Expect From the Programme

• Guidance and mentorship from experienced Desktop Support team members
• Feedback on your progress
• A team environment where questions are welcome

Location and Programme Information

Programme information (Item — Details):

• Department: Information Technology – Desktop Support
• Reporting to: IT Operations Manager / Desktop Support Manager
• Location: Kosmosdal Region (On-site)
• Programme duration and start date: 12 months, 01 February 2027

Application Information

In your application, please include:

• Your CV
• Your qualification or latest academic record
• A short note on why you are interested in IT, and any projects or practical experience you are proud of

Overview of Role Responsibilities (Level 1-13)

Faults Diagnosis and Correction- Level 2 - Process Operator

• Support in providing complex initial fault isolation.

User Support- Level 2 - Process Operator

• Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively.

Client and Customer Management (Internal)- Level 2 - Process Operator

• Ensure a positive experience for internal clients by having courteous interactions with them.

Operational Compliance- Level 2 - Process Operator

• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Personal Capability Building- Level 2 - Process Operator

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Required Behavioural Competencies

• Action Oriented
• Tech Savvy
• Ensures Accountability
• Drives Results
• Decision Quality
• Collaborates

Closing date and how to apply: 16 October 2026