Description and Requirements
Responsibilities:
The interns will learn the following:
- How to serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
- Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy).
- Perform initial diagnosis and attempt to resolve issues related to:
- Password resets and account access
- Email and collaboration tools
- Operating system and basic hardware troubleshooting
- Network connectivity (Wi-Fi, VPN)
- Standard applications (e.g., Microsoft Office, browsers)
- Escalate unresolved issues to L2/ L3 support or relevant teams, following defined SLAs.
- Monitor open tickets and ensure timely follow-up and closure.
- Maintain detailed and accurate documentation of user interactions and solutions provided.
- Provide status updates and communication to users on ticket progress.
- Follow knowledge base articles and standard operating procedures (SOPs) to ensure consistency.
Qualifications:
- Currently pursuing a degree in Computer Science, IT or related fields (in the last semester and internship is required before graduation). You can start an employment after internship completion.
- Basic understanding of IT support/service desk role.
- Basic understanding of IT systems and troubleshooting techniques.
- Familiarity with ITIL practices is an advantage.
- Proficient in English, Mandarin, Cantonese (spoken and written) other languages are a plus.
- Good interpersonal and communication skills.
- Strong problem-solving and analytical abilities.
- Customer-oriented with a service mindset.
- Ability to work in a fast-paced, team-oriented environment.
Notes:
Internship and Employment Opportunity
The Company offers internship placements ranging fromsix (6) to twelve (12) months.This program is primarily intended for students whose academic program designates the final semester for internship and permits an extension of the internship period, subject to approval by the respective university.
- Prior to application, applicants are advised to ensure that any required extension of the internship duration is approved by their university in accordance with its applicable policies and procedures.
- Upon satisfactory completion of the internship, candidates may be considered for full-time employment opportunities, subject to the Company's recruitment policies and business requirements. In such cases, eligible candidates may transition directly into employment without the need to resume academic study, in accordance with their academic program structure.
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