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Job Description
About the opportunity:
The Service Desk Intern will support the IT Service Desk team in delivering Level 1 technical assistance to internal users. This role provides hands-on experience in ticket triage, basic troubleshooting, software installation, documentation, and escalation processes while maintaining service quality standards.
The internship program is designed to run for 6 months and aims to:
Develop technical troubleshooting skills
Build strong customer service and communication skills
Provide exposure to ITIL-based processes
Prepare interns for entry-level IT roles
What you’ll get to do:
Log, categorize, and manage tickets in ServiceNow
Provide first-level support for:
Basic hardware issues
Email-related concerns
VPN access issues
Software installation requests
Assist in documenting troubleshooting steps and solutions
Follow up with users to gather additional information
Support updates to Knowledge Base articles (under supervision)
Participate in team meetings, training sessions, and knowledge-sharing activities
Skills and experience we value:
Currently pursuing or recently completed a degree in IT, Computer Science, or a related field
Basic knowledge of:
Windows operating systems
Microsoft Office 365
Networking fundamentals
Strong communication and interpersonal skills
Willingness to learn and adapt in a fast-paced environment
Customer-focused mindset
Learning & Exposure
Interns will gain practical experience in:
ITIL Incident and Service Request Management
SLA monitoring and priority handling
Customer communication and support etiquette
Ticket documentation standards
Basic networking concepts
Microsoft 365 administration fundamentals
Endpoint troubleshooting
Remote support tools