IT Helpdesk Support Intern

Why choose Logicalis?          

As Architects of Change, Logicalis' focus is to design, support and execute clients' digital transformation by uniting their vision with their technology expertise and industry insights. The company, through its deep understanding of key IT industry drivers such as security, cloud, data management and IoT, can address customer priorities such as revenue growth and business, operational efficiency, innovation, risk and compliance, data governance and sustainability. 
 

We strengthen our purpose: to design, support, and execute our customers' digital transformation by converging their vision with our technological expertise and knowledge of the industry. The brand refresh underpins both the evolution of Logicalis’ positioning as well as our strategic vision for growth. 

Summary

Responsible to acknowledge and support current customer. Perform incident and service request handling based on ITIL. Creates, manages and update tickets based on the support requested by customers. Monitors current customer’s equipment health and escalating to senior engineer when required. Requires Diploma in IT and basic network and system troubleshooting skills.

Able to work 12 hours shift as part of the 24/7 shift rotation (including Weekend and Public Holiday).

Ideally 6 months internship duration.

Essential Duties and Responsibilities

Handling incident and service request:

• Manning of Hotline and email escalations, responding within stipulated SLA

• Validating contracts via serial numbers against system for CISCO Products

• To create incident or service request tickets

• To update incident or service request tickets

• To update customer on current status of tickets and ticket closure

• To provide 1st level troubleshooting

• Preparing handover report to Service Delivery Manager and next shift

Installing and configuring routers:

• Deploy routers based on customers requirement

• Troubleshooting issue during deployment

• Update status to Service Delivery Manager or Head of Department on the completed task

Monitoring activities:

• To monitor health of customers equipment

• To record information of current health

• To update senior engineers on issue

Required Qualifications:

• Basic skills and Knowledge in IT Infrastructure products (Network, Security and System) and their installation.

• Must have exceptional communication skills: Written and Verbal, customer facing, running meetings, collecting information, clarifying and confirming between numerous parties and reporting.

• Able to clearly explain situations/facts to peers and Logicalis customers. Provides status reports as required.

• Ability to effectively manage relationships and communicate cross-functionally to ensure reporting deliverables are met and projects are driven towards completion