IT Help Desk Support Intern

Main Responsibilities

• Provide on-site and remote IT support services to corporate users, including offices located in different areas
• Ensure that all issues and incidents are resolved within the agreed SLA scope
• Escalate problems and incidents if necessary
• Work within internal teams to ensure high-quality IT service delivery and improve user satisfaction
• Ensure the accuracy of IT fixed asset inventory

Job Requirements

• Helpdesk support experience in standardized IT environments
• Experience with supporting in the following areas:

1. Winter/Apple hardware/computer component knowledge
2. Windows / MacOS
3. Office 365
4. Active directory / Azure AD
5. Exchange / Outlook
6. 802.1x authentication
7. Video conferencing troubleshooting

• Good at troubleshooting common WAN/LAN issue
• Good mindset on organizing, time-managing, and task prioritizing
• Knowledge of the ITIL framework or ITIL certification is a plus
• Experience with CCNA is preferred

Key Result Areas (KRAs):

• IT Service Quality and User Satisfaction
• Incident Resolution & SLA Compliance
• Escalation & Troubleshooting Efficiency
• Cross-Department Collaboration & Communication