Information Technology Help Desk

Job Description

The IT Helpdesk Intern will provide first-level technical support to employees across multiple regions using Salesforce Service Cloud as the primary ticketing platform. This role offers exposure to enterprise IT operations, Microsoft 365 administration, endpoint management, networking, cybersecurity, and global service delivery.

The successful candidate will work closely with IT professionals to resolve technical issues, maintain IT assets, and support business-critical systems while developing practical IT support skills.

Key Responsibilities

• Monitor and manage support tickets through Salesforce Service Cloud.
• Provide Level 1 technical support for hardware, software, and connectivity issues.
• Respond to support requests from users across APAC, EMEA, and NACA regions.
• Ensure tickets are documented, categorized, prioritized, and resolved according to IT service standards.
• Escalate complex issues to senior IT engineers when necessary.

• Assist employees with:
• Windows and macOS troubleshooting
• Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Password resets and account access issues
• Printer and peripheral device support
• Mobile device setup and troubleshooting
• Provide remote support using approved remote access tools.

• Assist with user onboarding and offboarding activities.
• Create and maintain user accounts in Microsoft Entra ID (Azure AD).
• Support group membership management and access provisioning.
• Assist with MFA enrollment and troubleshooting.

• Prepare and deploy laptops and peripherals for new employees.
• Maintain IT asset inventory and lifecycle records.
• Coordinate equipment returns and replacements.
• Ensure company devices comply with IT standards and policies.

• Assist with:
• VPN troubleshooting
• Wireless connectivity issues
• Network access requests
• Meeting room technology support
• Support office IT equipment maintenance.

• Support cybersecurity awareness initiatives.
• Assist in monitoring endpoint compliance.
• Help maintain documentation related to IT policies and procedures.
• Report suspected security incidents promptly.

• Create and update:
• Knowledge base articles
• User guides
• Standard operating procedures (SOPs)
• Troubleshooting documentation

• Currently pursuing a Diploma, Bachelor's Degree, or equivalent in:
• Information Technology
• Computer Science
• Information Systems
• Cybersecurity
• Related discipline
• Basic knowledge of Windows operating systems.
• Familiarity with Microsoft Office applications.
• Strong communication and customer service skills.
• Excellent problem-solving abilities.
• Ability to work independently and collaboratively.

• Familiarity with Salesforce Service Cloud or similar ticketing systems.
• Basic understanding of:
• Microsoft 365 Administration
• Azure / Entra ID
• Active Directory
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Endpoint management tools
• Previous experience in customer service or technical support is an advantage.

• Customer-focused mindset
• Strong verbal and written communication skills
• Ability to work with global teams across different time zones
• Attention to detail
• Organizational skills
• Continuous learning attitude
• Professionalism and accountability

What You Will Learn

During the internship, you will gain practical experience in:

• Enterprise Service Desk Operations
• Salesforce Service Cloud Ticket Management
• Microsoft 365 Administration
• Entra ID (Azure AD) User Management
• Endpoint Device Management
• IT Asset Lifecycle Management
• Cybersecurity Best Practices
• Global IT Support Operations
• ITIL-based Service Management Principles