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 ServiceNow, BMC Remedy).Perform initial diagnosis and attempt to resolve issues related to:Password resets and account accessEmail and collaboration toolsOperating system and basic hardware troubleshootingNetwork connectivity (Wi-Fi, VPN)Standard applications 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 ticke...