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IT Service Desk Internship

hace 4 semanas

Heredia, Costa Rica AlignTech A tiempo completo

**Job Purpose**

Coordinates diagnoses and troubleshoots incoming employee calls, incidents and service requests via service now. Provides support services to Align employees located in LATAM, US and EMEA, with technical problems and information technology issues involving but not limited to desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users and ITSM. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

**Main Responsibilities**
- Front Line Support for incoming calls
- Increase employee satisfaction by addressing customer needs
- Front Line Support on Incidents and Service Requests
- Participate during the on-call rotation
- Open Severity Bridge Calls
- Keep KPIs at minimum level
- Queue monitor/assignment

**Scope & Complexity**
- Applies basic knowledge of processes and procedures
- Works on problems of limited scope
- Builds stable working relationships internally
- Brings limited experiences
- Needs training and close supervision
- Works on assignments that are routine in nature, but recognizes the need for occasional deviation from accepted practice
- Has little or no role in decision-making

**Expertise**
- Applies acquired job skills and company policies and procedures to complete assigned tasks
- Partially meets the requirements of production standard in terms of quantity, quality & customer compliance

**Supervision**
- Normally follows established procedures on routine work requires instructions only on new assignments
- Works under close supervision

**Leadership & contribution**
- Not applicable

**Education & Experience**
- Normally requires a High School diploma. Technical Degree is a plus.
- 0-2 years of related experience

**Languages**
- Proficiency in English is desirable for this position.

**Technical Skills**

Typically Requires:

- Self-motivated
- Empathic
- Be able to work under pressure
- Easily adaptive to change
- Good communicator and facilitator
- Be able to work on rotating schedules

**Certifications**

Typically Requires:

- Office and Windows
- Active Directory
- O365
- CISCO

Our Global Service Desk Team provides support services to Align employees located in LATAM, US and EMEA, currently we would like to offer an internship for university students or recently graduated. Typically, the Global Service Desk Team performs the following tasks:

- Front Line Support for incoming calls
- Increase employee satisfaction by addressing customer needs
- Front Line Support on Incidents and Service Requests
- Participate during the on-call rotation
- Open Severity Bridge Calls

The intern would be assigned to lead a specific project that will aim to complement her/his university studies with practical experience

**Requirements**:

- Recently graduated or student of last semester of a Computer or System Engineering Degree, Software Develpment or any other related field university degree.
- Bilingual English - Spanish

**The opportunity**:

- Duration: 6 months
- Shift: 24 hrs a week from Monday to Friday [Flexible Schedule]
- Internship require to be at the office [No from home scheme]