Purpose of the role 

The Helpdesk Agent Intern serves as the single point of contact for end users to receive support and maintenance. Responsible for offering support and customer service on company-supported computer applications and platforms through running diagnostics, troubleshooting problems and analyzing appropriate actions.

Key Responsibilities 

Administrative 

• Updating tickets regularly
• Update documentation and processes within the support environment
• Ensure that the call category is appropriate to the description

Productivity 

• Calls closed within SLA
• Resolution rate (how long it takes it takes to resolve ticket/s)

Quality 

• Low call re-open rate
• Agent utilization (average tickets per day resolved and time spent)