Are you a matriculant with a passion for IT and helping others, or a university student studying in a related field, eager to gain practical experience in IT support? CGTech is offering an exciting internship opportunity for an aspiring Intern Service Desk Administrator. This program is designed to provide hands-on experience in a fast-paced IT service desk environment, focusing on customer support, incident logging, and basic technical assistance. You will learn how to be the first point of contact for users, troubleshoot common issues, and contribute to a positive user experience, all while being mentored by experienced IT professionals.
Essential Duties & Responsibilities:
- Assist in receiving, logging, and prioritizing incoming IT support requests via phone, email, and ticketing system.
- Learn to provide first-level support for common IT issues, including password resets, basic software troubleshooting, and hardware inquiries, under supervision.
- Shadow experienced Service Desk Administrators to understand incident escalation procedures and resolution workflows.
- Help maintain accurate records of all support interactions and resolutions in the ticketing system.
- Assist users with basic "how-to" questions and guide them through common IT processes.
- Participate in training sessions to develop foundational knowledge of IT systems, applications, and customer service best practices.
- Contribute to the creation and maintenance of internal knowledge base articles and user guides.
- Learn about Service Level Agreements (SLAs) and their importance in a service desk environment.
- Collaborate with the broader IT team to ensure timely and effective resolution of user issues.
Scope:
- Gain foundational knowledge and practical experience in IT service desk operations and customer support.
- Develop strong communication and problem-solving skills in a professional IT setting.
- Learn to effectively manage and prioritize support requests.
- Contribute to a positive and efficient IT support experience for users.
Requirements:
- Matric certificate with a strong interest in Information Technology and customer service, or currently enrolled in a university program related to IT, Computer Science, or Business Information Systems.
- Basic understanding of computer systems, operating systems (Windows/macOS), and common software applications (e.g., Microsoft Office).
- Eagerness to learn, a positive attitude, and a strong desire to help others.
- Excellent verbal and written communication skills.
- Good interpersonal skills and a customer-focused approach.
- Ability to work effectively in a team environment and follow instructions.
- Reliable, punctual, and organized.
- Any prior experience in a customer service role or exposure to IT support concepts will be an advantage.
