IT Interns
Full-time
DSV International Shared Services Inc.
Duties and Responsibilities
Handle basic Service Desk inquiries via tickets (backlogs)
Perform initial troubleshooting and ticket triaging (Basic or cmoplex)
Resolve simple or repetitive incidents following KB articles and SOPs
Escalate complex issues to the tenured agents
Document ticket resolution and update ticket notes properly
Follow up with users for basic validation and closure confirmation
Incident and Request conversion vice versa
Outbound calls for ticket follow up
Ticket Scope for Interns
Account & Access
Password reset assistance
Account unlock requests
MFA/basic authentication guidance
Basic access verification
Remote Tool
Microsoft/O365 Support
Outlook profile/basic email troubleshooting
Teams basic issues
Printer mapping guidance
Shared mailbox access checking
Hardware & Basic Troubleshooting
Basic laptop troubleshooting
VPN connectivity checks
Wi-Fi/network basic troubleshooting
Peripheral setup assistance (mouse, headset, monitors)
Ticket Management
Ticket categorization and reassignment
Following up aging tickets
Updating tickets with no CI
Limitations / Non-Eligible Tasks
Major incidents
VIP/Executive support
Server/network infrastructure issues
Administrative changes requiring elevated access
Security-related incidents (ex. SOC PW Reset)
Complex application troubleshooting
Vacancy posted 5 days ago
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