IT Help Desk Intern

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
Service Desk Operations
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.
End User Support
Assist employees with:
Windows and macOS troubleshooting
Microsoft 365 applications (Outlook, Teams, One Drive, 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.
User Account Administration
Assist with user onboarding and offboarding activities.
Create and maintain user accounts in Microsoft Entra  (Azure AD).
Support group membership management and access provisioning.
Assist with MFA enrollment and troubleshooting.
Device Deployment & Asset Management
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.
Infrastructure & Network Support
Assist with:
VPN troubleshooting
Wireless connectivity issues
Network access requests
Meeting room technology support
Support office IT equipment maintenance.
Cybersecurity & Compliance
Support cybersecurity awareness initiatives.
Assist in monitoring endpoint compliance.
Help maintain documentation related to IT policies and procedures.
Report suspected security incidents promptly.
Documentation
Create and update:
Knowledge base articles
User guides
Standard operating procedures (SOPs)
Troubleshooting documentation

Required Qualifications
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.

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

Key Competencies
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  (Azure AD) User Management
Endpoint Device Management
IT Asset Lifecycle Management
Cybersecurity Best Practices
Global IT Support Operations
ITIL-based Service Management Principles