Role description
Job Summary: We are looking for a detail-oriented and customer-focused Service Desk Intern to support our IT operations team. This role is ideal for someone who is passionate about technology and eager to gain hands-on experience in user onboarding, handling service requests, and providing real-time support via chat. You will be the first point of contact for new employees and existing users, ensuring a smooth IT experience from day one.
Key Responsibilities: • Coordinate new user onboarding by provisioning accounts, setting up access rights, and ensuring supporting of required hardware/software via service request • Handle service requests such as password resets, software installations, access permissions, and standard IT catalog items • Provide real-time chat support through the internal IT support platform, resolving common IT queries or routing them appropriately • Ensure timely documentation of tickets, status updates, and resolutions in the IT Service Management (ITSM) tool • Assist with account deprovisioning and asset tracking as part of user offboarding • Collaborate with HR and other departments to ensure seamless onboarding experiences • Maintain knowledge base articles and FAQs to improve self-service options • Follow ITIL-based processes for incident and request handling
Qualifications & Skills:
• Currently pursuing a degree/diploma in Information Technology, Computer Science, or a related field • Basic knowledge of IT systems (Windows, Microsoft 365, Active Directory) • Familiarity with chat tools (e.g., MS Teams,) and ticketing platforms (e.g., ServiceNow) is a plus • Strong communication skills, especially in written format for chat-based support • Detail-oriented with excellent organizational skills • Eagerness to learn and a proactive attitude What You'll Learn: • Real-world exposure to IT onboarding processes and support operations • Experience with enterprise ticketing systems and live chat tools • ITIL-based service request and incident management workflows • Cross-functional collaboration across IT Teams • Enhanced troubleshooting, documentation, and customer service skills
Skills
Service Desk,Servicenow,Onboarding
