Junior ITSM Technician Intern

Seeking a motivated Junior ITSM Technician Intern to provide first-level IT support, troubleshoot user issues, manage service requests, and deliver excellent customer service while developing practical ITSM and technical support skills. Seeking a motivated Junior ITSM Technician Intern to provide first-level IT support, troubleshoot user issues, manage service requests, and deliver excellent customer service while developing practical ITSM and technical support skills.

Responsibilities

Service Desk Operation and Management

Adhere to service desk policies, processes, and guidelines

Provide first-level support for basic user inquiries under supervision.

Escalate complex issues to higher-level technicians.

Communicate with users to provide updates and clarify simple issues.

Follow detailed procedures for troubleshooting hardware, software, and user errors.

Assist in improving ticket documentation by logging essential details in the system.

Outcomes achieved:

Timely responses to user inquiries.

Accurate documentation of service desk interactions.

Successful escalation of complex problems to higher-level support.

Documentation / Knowledge Management

Follow and update basic documentation for common issues.

Log communication and issue resolution according to ITSM procedures.

Use existing diagnostic scripts and templates.

Resolution of Service Requests and basic incidents

Resolve common requests/service requests, such as:

Basic troubleshooting of hardware and software.

User licensing and account setup.

Assist users with training and resolving user errors.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

Technical Skills:

Foundational IT knowledge and basic troubleshooting skills.

Familiarity with ITIL foundations and ITSM concepts.

Knowledge

Understanding of organizational technology policy and service desk procedures.