IT Service Desk Intern
Job Summary
The IT Service Desk Intern will serve as the first point of contact for IT-related incidents and service requests. The role involves troubleshooting basic hardware, software, and network issues, escalating complex problems to higher-level support teams, and delivering excellent customer service to ensure a seamless end-user experience.
Key Responsibilities
Provide first-level technical support to end users for IT-related issues and service requests.
Manage and maintain IT assets and user access within a secure workspace.
Log, categorize, prioritize, and track support tickets through the IT ticketing system.
Troubleshoot hardware, software, operating system, application, and network connectivity issues.
Assist users with password resets, account unlocks, software installations, and basic application support.
Escalate unresolved or complex technical issues to the L2 support team with complete documentation and troubleshooting details.
Maintain accurate documentation of IT procedures, knowledge articles, and issue resolutions.
Educate users on IT best practices and common troubleshooting techniques.
Participate in on-call support rotations as required.
Contribute to continuous improvement initiatives to enhance service desk operations and user satisfaction.
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent practical experience).
Fresher with prior internship experience in an IT Service Desk or Technical Support role.
Good understanding of Windows and macOS operating systems.
Working knowledge of Google Workspace, Google Administration, and common business applications.
Basic understanding of networking concepts such as TCP/IP, DNS, and VPN.
Strong troubleshooting and analytical skills with the ability to diagnose technical issues efficiently.
Excellent verbal and written communication skills with a customer-first approach.
Ability to work independently as well as collaboratively in a team environment.
Preferred Qualifications
ITIL Foundation certification or equivalent IT Service Management certification.
Hands-on experience with ITSM tools such as ServiceNow or Jira Service Management.
Familiarity with remote desktop support tools and remote troubleshooting techniques.