IT Service Desk Intern

Overview

IT Service Desk Intern who serves as the first point of contact for IT incidents and service requests, supporting end users and escalating complex issues.

What you'll do

• Provide first-level IT technical support to end users for issues and requests.
• Log, categorize, prioritize, and track support tickets in an IT ticketing system.
• Troubleshoot hardware, software, operating systems, applications, and network connectivity issues.
• Assist with password resets, account unlocks, software installations, and basic application support.
• Escalate unresolved/complex issues to the L2 support team with documentation and troubleshooting details.
• Maintain documentation of IT procedures, knowledge articles, and issue resolutions.
• Participate in on-call support rotations as required.

What you'll need

• Fresher with prior internship experience in an IT Service Desk or Technical Support role.
• Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent practical experience).
• 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.
• Excellent verbal and written communication skills with a customer-first approach.

Details

• First point of contact for IT-related incidents and service requests.
• Manage and maintain IT assets and user access within a secure workspace.
• Educate users on IT best practices and common troubleshooting techniques.
• Contribute to continuous improvement initiatives for service desk operations and user satisfaction.