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Position - Intern Information Technology
JOB SUMMARY
Intern – ITSM is responsible for handling and record all the inbound IT Incidents and service requests received through Telephone/E-mails/In Person across all the SBU’s. All recorded incidents and service requests shall enter into the ITSM system and assign the ticket based on priority and Severity to L1/L2 teams. Closely monitor the ticket status and provide updates to the end user.
KEY ACTIVITIES AND RESPONSIBILITIES OF THE ROLE
- Answer, evaluate and prioritize incoming telephone, e-mail, and in person requests for assistance from users experiencing technical problems.
- After receiving the request, enter the service request into ITSM system, assign issues/tickets to appropriate L1/L2 teams and track the status.
- Provide first-line technical support to end-users in the use of network services, computer systems, software applications and services.
- Coordinate with third parties and escalate end user issue and provide resolution within agreed SLA levels.
- Provide continuous status information of tickets to ensure customer satisfaction.
- Monitor service- tickets in help desk to ensure timely completion.
- Coordinate with third party vendors and obtain proposals for requirements.
- Recommendations for procedural improvements.
- Prepare reports as per senior management requests.
QUALIFICATIONS & EXPERIENCE
- Completion of GCE (A/L) in any stream
- Diploma/Certification in Information technology or undergraduate in Information Technology
- Proficient in MS Office applications and Collaborative applications/tools.
PROFESSIONAL SKILL REQUIREMENTS
- Good command in English (Spoken/Written/Reading).
- Should be a team player.
- High level of analytical thinking to solve problems with an understanding of technology ability to ask the right questions and apply solutions to business problems.
- Ability to work in high pressure, highly flexible environment against short and long term requirements.
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