Job Description

The Intern Service Desk Agent supports the service desk team in delivering first-line IT support to customers. This internship provides hands-on experience in a fast-paced IT Service Management (ITSM) environment, assisting with logging, diagnosing, and resolving basic technical issues while developing ITSM knowledge, technical capability, and professional customer support skills.

OBJECTIVES:

- Gain practical experience working within a live IT service desk environment.

- Develop foundational technical support and troubleshooting skills.

- Learn and apply IT service management processes and best practices.

- Build strong customer service, communication, and problem-solving skills.

RESPONSIBILITIES:

The intern will:

- Log, update, and manage incidents and service requests within the ITSM system.

- Provide first-line support for basic IT issues, including hardware, software, and access-related requests.

- Troubleshoot common technical problems by following documented procedures and knowledge base articles.

- Escalate complex or unresolved issues to senior support teams in line with escalation procedures.

- Respond to customer queries via phone, email, or service portal in a professional and timely manner.

- Provide clear and accurate updates to customers on ticket status and progress.

- Maintain a friendly, customer-focused approach at all times.

- Learn and follow ITSM processes including Incident, Request, Problem, and Change Management.

- Assist in meeting service level targets and quality standards.

- Adhere to data protection, security, and confidentiality requirements.

- Assist with updating knowledge base articles and support documentation.

- Help identify recurring issues and opportunities for process or service improvement.

- Follow standard operating procedures and IT support best practices.

SKILLS AND ATTRIBUTES:

- Strong problem-solving and analytical skills.

- Excellent verbal and written communication skills.

- Professional, approachable, and customer-focused attitude.

- Ability to learn technical concepts quickly and apply them in practical scenarios.

- Good organisational skills and attention to detail.

- Team player with a willingness to support colleagues and learn from experienced staff.

- Basic IT knowledge, including familiarity with operating systems, common software applications, and networking concepts.

QUALIFICATIONS REQUIRED:

- Completed a certification or diploma in Information Technology, Computer Science, Networking, or a related field.

- Basic understanding of IT support principles and technical troubleshooting.

- Prior experience or exposure to customer service or IT support is a plus but not required.

- Good command of English (verbal and written).

Job Types: Full-time, Temporary
Contract length: 12 months

Application Question(s):

You are aware that this is an Internship for 12 months which only pays a stipend? Have you completed the required certification as stated on the spec? Are you currently employed or unemployed? Where do you reside? Why should we consider you for this internship?
Work Location: In person