Junior ITSM Technician Intern
Never pay for any notarisation, certificate or assessment as part of any recruitment process.
When in doubt, contact us
Industry Banking / Financial Services Founded 2006 Type Private Website https://www.oneacrefund.org/ Address Bungoma, Kenya
View All Jobs at One Acre Fund
About the Role
-
Seeking a motivated Junior ITSM Technician Intern to provide first-level IT support, troubleshoot user issues, manage service requests, and deliver excellent customer service while developing practical ITSM and technical support skills.
Responsibilities
Service Desk Operation and Management
- Adhere to service desk policies, processes, and guidelines
- Provide first-level support for basic user inquiries under supervision.
- Escalate complex issues to higher-level technicians.
- Communicate with users to provide updates and clarify simple issues.
- Follow detailed procedures for troubleshooting hardware, software, and user errors.
- Assist in improving ticket documentation by logging essential details in the system.
Outcomes achieved:
- Timely responses to user inquiries.
- Accurate documentation of service desk interactions.
- Successful escalation of complex problems to higher-level support.
Documentation / Knowledge Management
- Follow and update basic documentation for common issues.
- Log communication and issue resolution according to ITSM procedures.
- Use existing diagnostic scripts and templates.
Resolution of Service Requests and basic incidents
Resolve common requests/service requests, such as:
- Basic troubleshooting of hardware and software.
- User licensing and account setup.
- Assist users with training and resolving user errors.
Qualifications
Across all roles, these are the general qualifications we look for. For this role specifically, you will have:
Technical Skills:
- Foundational IT knowledge and basic troubleshooting skills.
- Familiarity with ITIL foundations and ITSM concepts.
Knowledge
- Understanding of organizational technology policy and service desk procedures.