IT Service Desk Intern

Our IT Operations team is looking for a driven, tech-savvy, and customer-oriented **IT Service Desk Intern** . This practical, hands-on opportunity offers real-world experience as the primary point of contact for end-users, delivering initial investigation and troubleshooting for IT technical issues and service requests. Working side-by-side with seasoned IT professionals, you will benefit from dedicated mentorship while getting familiar with enterprise-level support utilities and ticketing platforms. **Key Responsibilities:** * **First-Line Support:** Help end-users resolve routine IT problems through various channels including phone, email, chat, or ticketing system (such as basic software troubleshooting, login challenges, and password resets). * **Incident Tracking \& Management:** Document, prioritize, log, and monitor incoming assistance requests utilizing our enterprise ITSM ticketing system. * **Ticket Escalation:** Route unresolved issues to specialized technical teams in compliance with established service level agreements (SLAs). * **Stakeholder Coordination:** Serve as a communication link for users and stakeholders by providing updates on incident resolution, upcoming modifications, or pending approvals. * **Documentation \& Knowledge Management:** Review and update internal technical resources as well as customer-facing self-service documentation. **Qualifications \& Skills Requirements:** * Academic pursuit in **Computer Science, Information Technology, Information Systems** , or a related discipline (equivalent certifications or hands-on experience also accepted). * A solid fundamental understanding of customer service principles. * Familiarity with core office suites (Google Workspace, Microsoft Office/365\), computer hardware, and basic troubleshooting (e.g., for peripherals like mouse, keyboards, headsets issues). * Exceptional problem-solving capabilities paired with a strong interest in emerging technologies. * Outstanding written and oral communication skills centered on a customer-focused approach. **Bonus Points:** * Previous exposure to enterprise ITSM tools like ServiceNow. * Fundamental familiarity with Active Directory environments. **What you will gain:** * **Hands-on Industry Exposure:** Practical experience interacting with corporate operational workflows, security frameworks, and IT tools. * **Professional Guidance:** Personalized mentorship from senior IT leaders to guide your career growth. * **Professional Development:** Tangible accomplishments and familiarity with mainstream ITSM paradigms, including ITIL. * **Vibrant Team Environment:** A supportive and collaborative culture focused on continuous learning and professional development.