Junior Service Desk Engineer Intern

About this role:

The Intern - Junior Service Desk Engineer role is specifically designed for university students in their second or penultimate year of study. As an intern, you will play a dynamic and crucial part in providing first-level technical support to end-users, ensuring efficient resolution of technical issues and maintaining high customer satisfaction. The role provides IT support services and plays a crucial role in ensuring the smooth operation of our IT platforms and systems. You are the first point of contact for technical issues, providing timely and effective support to end-users. The role will act as an IT Liaison for onboarding new employees helping to assist in setting up their corporate laptops and other devices/accessories.

Your key responsibilities will include:

• Responding to IT support requests: Addressing user inquiries related to hardware, software, applications, and network security issues promptly and professionally.
• Service Management: Accurately log/document all Service Desk issues and work efforts using our service management solution.
• Troubleshooting and problem-solving: Diagnosing and resolving technical problems, both remotely and on-site.
• Installing and configuring software and hardware: Assisting users with software installations, updates, and hardware setup.
• Maintaining documentation: Keeping accurate records of support requests, resolutions, KB’s and system configurations.
• Collaborating with other IT teams: Working closely with Infrastructure Cloud, Network system engineers, Engineering developers, and testers to resolve complex issues.
• Providing exceptional customer service: Ensuring that users receive friendly, efficient, and effective assistance.
• Security and Efficiency: Maintain a balanced focus on security and efficiency, keeping company values at the forefront of all decisions.
• Safety: Co-operates with management in relation to health and safety direction and comply with relevant WHS* policies, procedures, and programs, as appropriate.

Position Requirements:

• 2nd year or penultimate in bachelor's degree in computer science or information technology.  Alternatively, a Cert IV in Information Technology (Systems Administration Support) is also highly regarded.
• Basic work experience as an IT or desktop support technician working on major Infrastructure and application platforms well regarded.
• Basic knowledge of remote desktop support systems supporting a Windows and Mac environment
• Basic knowledge of Windows Operating Systems, M365 suite
• Familiarity with networking systems and protocols
• Troubleshoot Audio Visual and Conferencing equipment in meeting rooms
• Familiarity with ServiceDesk ticketing platforms – E.g. Atlassian Suite: Jira/Confluence.
• Adhere to Incident, Problem and Change Management processes as per ITIL V4 standards framework.
• Basic understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented and patient in handling complex queries and issues.