Internship IT Service Desk Agent (all genders)

As an INTERN IT SERVICE AGENT, I support our Service Desk team in making sure our digital workspace runs smoothly. I handle incoming requests, provide first-level support, and help route issues to the right teams. My goal is to ensure keeping the Digital Hangar connected and running efficiently.

• Handling Phones, Chats, and web tickets within agreed KPIs, and logging all necessary information from these contacts.
• Diligently addressing user issues, queries, and requests.
• Assigning the tickets to the appropriate resolving teams.
• Monitoring incidents and requests assigned to the Service Desk to make sure all issues and requests are solved in a timely and effective manner.
• Identifying recurring and related incidents to find correlations for possible indicators of bigger problems.
• Following and actively contributing towards the Service Desk Knowledge base required for providing accurate solutions to various problems and requests.
• Confirming if the solution proposed helped resolve the issue reported by the user.