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1) Incident management & customer support: The primary role of service desk interns involves managing incoming queries and issues. This task includes incident logging, categorization, prioritization, initial troubleshooting, and routing tickets to the appropriate departments if they cannot be resolved at first contact. The intern will learn how to use ticketing systems, understand the importance of service level agreements (SLAs), and develop customer service skills.
2) Documentation and Knowledge Base Maintenance: Interns may be tasked with updating and maintaining the service desk's knowledge base. This involves documenting common issues and their resolutions, updating troubleshooting guides, and ensuring that service desk documentation is up to date. This task helps interns understand the technical and procedural aspects of service management while contributing to the efficiency and effectiveness of the service desk.
3) Participation in IT Projects: Depending on the organization's needs and the intern's skills, they might be given the opportunity to participate in ongoing IT projects. This can range from upgrades and deployments to participating in the rollout of new tools or software. Such involvement offers practical experience with project management methodologies, team collaboration, and technical implementation work.
4) End-user Training and Support: Interns may assist in creating and delivering end-user training sessions on common software applications, security protocols, or new systems being introduced to the company. This task can help develop presentation and communication skills, as well as deepen the intern's understanding of the software and processes used within the organization.
5) Monitoring and Reporting: Interns could be involved in monitoring the service desk's performance through various metrics such as ticket volumes, resolution times, and user satisfaction rates. They may assist in compiling reports that analyze these metrics, providing valuable insights into how the service desk can improve. This task helps interns learn about the importance of data in managing and improving IT services.
Specific knowledge and programs: Any Engineering or IT / Computer Science Program
English level: B2 (Upper Intermediate) or C1 (Advanced) or C2 (Mastery or Proficiency)
