We are seeking a motivated and detail-oriented IT Intern to join our Technical Support team. This role provides hands-on experience in IT service management (ITSM), end-user support, and basic troubleshooting. The intern will assist in handling Level 1 (L1) support requests, documenting service tickets, and supporting day-to-day IT operations while developing technical and communication skills in a professional environment.

KEY RESPONSIBILITIES:

Technical Support & Operations

• Assist in handling simple and routine Level 1 (L1) technical issues related to hardware, software, and network connectivity
• Log, track, and update incidents and service requests using the ITSM tool in accordance with SLA guidelines
• Provide basic support for end-user tools such as Microsoft Teams, Outlook, and MS Office applications
• Support user onboarding/offboarding activities, including account setup and access provisioning

Ticketing & Documentation

• Accurately document all incidents, requests, and resolutions in the ITSM system
• Ensure proper categorization, prioritization, and tracking of tickets
• Assist in generating reports related to incidents, service requests, and SLA performance
• Help create and maintain documentation such as job aids, workflows, and process guides

Communication & Collaboration

• Communicate effectively with users via phone, email, or chat to provide updates and basic issue resolution
• Escalate complex or unresolved issues to higher-level support teams
• Collaborate with team members, supervisors, and stakeholders on support-related activities
• Participate in team meetings, training sessions, and knowledge-sharing activities

Continuous Improvement

• Assist in analyzing ITSM data to identify trends, recurring issues, and improvement opportunities
• Provide suggestions to enhance support processes, procedures, and service quality
• Seek feedback regularly and apply learning to improve performance and technical skills

QUALIFICATIONS:

• Currently pursuing or recently completed a Bachelor's degree in Information Technology, Computer Science, or related field
• Basic understanding of computer hardware, software, and networking concepts
• Familiarity with Microsoft Office tools (Excel, Word, Outlook, Teams)
• Strong problem-solving and analytical skills
• Good written and verbal communication skills
• Willingness to learn and adapt in a fast-paced environment

PREFERRED SKILLS:

• Exposure to IT service management concepts (ITIL is a plus)
• Basic experience with ticketing tools or helpdesk systems
• Ability to troubleshoot and resolve basic technical issues

WHAT YOU WILL GAIN:

• Hands-on experience in IT support and service management
• Exposure to enterprise tools and real-world IT operations
• Opportunity to build technical, analytical, and communication skills
• Mentorship from experienced IT professionals