Junior ITSM Technician Intern

This internship offers a motivated individual the opportunity to gain practical experience as a Junior ITSM Technician. The role focuses on providing essential first-level IT support, efficiently managing service requests, and resolving user issues to ensure excellent customer service. Interns will develop core skills in IT Service Management and technical support within a structured environment, contributing to timely responses, accurate documentation, and successful escalation of complex problems.

1. Adhere to established service desk policies, processes, and guidelines.
2. Provide initial support for basic user inquiries under supervision.
3. Escalate complex technical issues to higher-level technicians when necessary.
4. Communicate effectively with users to provide updates and clarify simple problems.
5. Follow detailed procedures for troubleshooting hardware, software, and user errors.
6. Assist in improving ticket documentation by logging essential details into the system.
7. Follow and update basic documentation for common IT issues.
8. Log all communication and issue resolutions in accordance with ITSM procedures.
9. Utilize existing diagnostic scripts and templates to resolve problems.
10. Resolve common service requests, including basic hardware and software troubleshooting.
11. Manage user licensing and account setup tasks.
12. Assist users with training and resolving user-related errors.

1. Possess foundational IT knowledge and basic troubleshooting skills.
2. Familiarity with ITIL foundations and ITSM concepts.
3. Understand organizational technology policies and service desk procedures.
4. Hold a Bachelor's Degree.
5. Have up to 2 years of relevant experience, which may include academic projects, previous internships, or related volunteer work.