IT Helpdesk Intern

What We Offer:

• Internship Allowance (Php 250 - Php 750)
• Flexible/Hybrid Work Setup
• Opportunity to be Absorbed
• Open to voluntary and curriculum-based internship

POSITION OVERVIEW:

The IT Intern role provides exposure to IT Helpdesk function. Interns support the team in maintaining efficient IT operations, ensuring system reliability, and delivering quality user support. The role also offers opportunities to gain hands-on experience in system documentation, and process improvement, fostering a comprehensive understanding of the organization’s IT environment.

MAIN RESPONSIBILITIES:

A. Assist IT Helpdesk Associates and Specialists

• Provide support for resolving routine technical issues under guidance.
• Help with hardware setup, software installation, and system configurations.
• Shadow Associates and Specialists during troubleshooting to learn processes and solutions.
• Assist in updating forms related to onboarding, offboarding and asset management.

B. Daily Operational Support

• Assist with managing and organizing helpdesk tickets
• Document resolved issues and contribute to maintaining the knowledge base.
• Ensure equipment and tools needed by the team are properly maintained.

C. Process Documentation and Improvement Projects

• Create or update IT Helpdesk process documents to ensure accuracy and usability.
• Participate in process improvement projects aimed at enhancing team efficiency.
• Collaborate with team members to gather information for documenting workflows and solutions.

D. User Support Assistance

• Help respond to basic end-user requests via email, phone, or chat.
• Guide users on common tasks, such as password resets or accessing systems.
• Support onboarding by preparing devices and accounts for new employees.

E. Training and Development

• Participate in learning opportunities provided by the team.
• Gain exposure to IT tools like Service Desk Plus and other IT management systems.
• Develop troubleshooting skills and understand IT service workflows.
• Assists the Network and System Administrator.
• Conducts the monitoring of systems and networks.
• Helps and assists in helpdesk concerns.
• Helps create documentation for workflows, knowledge bases, and processes.
• Asset Management
• Assists the Inventory Management team.
• Sources vendors for asset procurement.
• Creates comparative analysis documents of products/vendors.

Additional Duties:

• Helps the IT Helpdesk Team/IT Infrastructure Team in other clerical/administrative tasks.
• Generates reports, assists and performs other official work as instructed by the immediate supervisor.