Service Operations Intern

Job Summary

We are seeking a motivated Service Operations Intern to support the production support team responsible for running the Group's AI services.

The intern will gain hands-on exposure to live service operations, including support desk handling, service reporting, documentation, and quality checks on AI outputs, while learning industry-standard IT service management (ITIL) practices in a government-client environment.

Main Duties & Responsibilities

1. Support Desk & Monitoring

• Log and categorise user requests received through the support hotline, WhatsApp Business, email, and ticketing system.
• Perform first-level checks and basic troubleshooting using approved guides, and escalate issues to engineers promptly.
• Follow up with users on ticket status and confirm resolution before closure.

2. Documentation & Knowledge Base

• Assist in preparing and updating user guides, FAQs, SOPs, and knowledge base articles in Bahasa Malaysia and English.
• Record resolved issues and workarounds to build and maintain the team's knowledge base.

3. Service Reporting

• Compile ticket and SLA data for weekly and monthly service reports.
• Assist in preparing dashboards and presentation slides for monthly client service reviews.

4. Service Quality & Testing

• Sample and review AI transcription outputs for accuracy and flag quality issues to the team.
• Support user acceptance testing (UAT) and verification of fixes and releases.

5. Learning & Improvement Project

• Complete an assigned improvement project, such as FAQ automation, reporting templates, or support workflow enhancements, and present the outcomes at the end of the internship.
• Attend team meetings and service reviews to gain exposure to service management practices.

Job Requirements

Qualifications & Experience

• Currently pursuing a Diploma or Bachelor's Degree in Computer Science, Information Technology, Data Science, Software Engineering, Business IT, or a related discipline.
• Eligible for industrial training/internship placement as required by the university.

Skills & Competencies

• Communication: Good written and spoken Bahasa Malaysia and English.
• Technical Basics: Basic understanding of IT support, networking, or web applications.
• Office Tools: Proficiency in Microsoft Excel, Word, and PowerPoint, or equivalent Google Workspace tools.
• Interest in AI: Interest in artificial intelligence, speech, or language technology is an advantage.
• Attitude: Customer-oriented, well-organised, eager to learn, and able to work effectively in a team.
• Integrity: High level of integrity and discretion when handling client information.