The role of an IT Service Desk Level 1 Intern is to assist internal Smith + Nephew employees via three main contact channels: Phone Calls, Chats and Web tickets. Interns will work in accordance with ServiceNow Knowledge base articles and internal processes. Based on these articles and processes interns are expected to troubleshoot and resolve users’ issues and requests. This will include providing guidance and the promotion of automated tools and technology along with the Self-Service portal. Interns will also diagnose, assess, and escalate major incidents when appropriate, following existing processes.
Planned start date: 1st July 2025
Program length: 12 months
Location: S+N Office Wroclaw, Poland (hybrid)
IT Service Desk Level 1 Intern work in flexible shift schedule.
As Intern, IT Service Desk Agent you will be responsible for:
Handling Phones, Chats, and web tickets within agreed KPIs, and logging all necessary information from these contacts.
Confirming if the solution proposed by the interns helped resolve the issue reported by the user.
Diligently addressing user issues, queries, and requests, and if a solution is not immediately available, assigning the tickets to the appropriate resolving teams.
Following and actively contributing towards the Service Desk Knowledge base required for providing accurate solutions to various problems and requests.
Monitoring incidents and requests assigned to the Service Desk to make sure all issues and requests are solved in a timely and effective manner.
Identifying recurring and related incidents to find correlations for possible indicators of bigger problems.
What will you need to be successful?
Fluent spoken and written English.
Customer Service understanding.
Basic IT and technical knowledge including troubleshooting skills (preferred but not essential).
Working co-operatively with others to achieve team goals.
Communication skills, providing explanations clearly and precisely
Analytical problem solving.
Time/task management, attention to detail, willingness to learn.
During your time with us you will be able to:
access various individual and group trainings provided by our Learning & Development Team
join Smith + Nephew Young Professionals (SNYP) community, with networking and training opportunities
participate in various local initiatives organized by local communities (charity, fitness, sustainability)
have access to our new, fantastic office in Wroclaw city center