IT Service Desk Analyst Intern

American Red Cross

Part-time - Intern

Remote

Social Assistance

About the position

The IT Service Desk Analyst Intern position at the American Red Cross offers an opportunity for undergraduate students to gain practical experience in a humanitarian organization. This part-time internship, lasting 16 weeks, involves providing first-tier technical support to various Red Cross services and customers, contributing to program assessments, and assisting in the development of efficient processes. Interns will work collaboratively in a supportive environment that values diversity and inclusion, while also having the chance to make a meaningful impact on the community.

Responsibilities

• Field telephone calls, chats, and online portal questions from users seeking guidance.
• Provide first-tier technical support to assist customers with application and software questions.
• Receive, document, and track customer questions and/or problems in a call tracking system.
• Ensure timely response to questions and concerns.
• Adhere to all support processes, procedures, and expectations established by management to meet the highest level of customer care.
• Provide input to senior team members regarding team knowledgebase requirements.
• Work routine cases with ease and gradually take on some complex cases with the aid of a team member.
• Inform leadership immediately regarding any issue that might have potential consequence to the team or organization.
• Meet all Service Level Targets.

Requirements

• High School diploma or equivalent required.
• Internship is typically part of an undergraduate program which requires some university credit hours.
• Up to 1 year of related experience.
• Excellent written and verbal communication skills.
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, and Excel).
• Ability to work on a team.

Nice-to-haves

• Knowledge of ITSM/Ticketing Systems.
• Knowledge of the ticket lifecycle and/or ITILv4.
• Knowledge of Service Level Targets.

Benefits

• Opportunity to gain practical work experience in a humanitarian organization.
• Collaborative and inclusive work environment.
• Mentorship and professional development opportunities.