Intern Service Desk Support

Launch Your Career in IT Support and Customer Service

An exciting internship opportunity is available for a motivated and technology-driven individual seeking practical experience in Service Desk operations and technical support. The Intern Service Desk Support will work closely with the Service Desk Lead to assist users, troubleshoot technical issues, manage support tickets, and contribute to the effective operation of Health Information Systems (HIS).

This role provides valuable exposure to help desk processes, customer support, IT systems administration, and issue management while supporting healthcare technology initiatives.

Job Summary

The Intern Service Desk Support will provide frontline assistance to users through multiple communication channels, including phone support, email, WhasApp groups, remote support tools, and Service Desk software platforms. The intern will be responsible for logging, tracking, escalating, and monitoring technical issues while ensuring users receive timely updates and support.

The role also involves supporting ticket management systems, maintaining technical documentation, and assisting with Service Desk reporting and performance monitoring.

Key Responsibilities

User Support and Help Desk Operations

• Respond to user inquiries and technical issues through multiple support channels

• Provide timely feedback and updates regarding reported incidents and requests

• Deliver structured support to end users in accordance with Service Desk procedures

• Support technical teams during system incidents and emergency situations

• Maintain professional and customer-focused communication with users

Ticket Management and Issue Tracking

• Log, monitor, and update support tickets using designated Service Desk systems

• Ensure reported issues are accurately documented and categorized

• Track issue resolution progress and communicate updates to users

• Escalate unresolved issues to the appropriate technical teams

• Support efficient incident management and service delivery processes

Technical Troubleshooting Support

• Assist users with software and hardware-related issues

• Support troubleshooting activities for operating systems and applications

• Help identify root causes of technical problems and recommend solutions

• Participate in remote support sessions when required

• Support system users in resolving day-to-day technical challenges

Knowledge Base and Documentation

• Assist in maintaining technical documentation and support resources

• Contribute to the development of product knowledge materials

• Document frequently reported issues and recommended solutions

• Help improve Service Desk knowledge-sharing processes

• Ensure support information remains accurate and up to date

Reporting and Performance Monitoring

• Support the preparation of Service Desk performance reports

• Assist in tracking user engagement and service utilization metrics

• Maintain accurate records of incidents and support activities

• Contribute to data collection and reporting for management review

• Support continuous service improvement initiatives

Team Collaboration

• Work closely with technical teams and Service Desk personnel

• Support communication between users and technical specialists

• Maintain updated contact information for support teams

• Participate in team meetings and knowledge-sharing sessions

• Perform additional duties assigned by the Service Desk Lead

Qualifications and Requirements

Applicants should possess:

• Bachelor’s Degree in Computer Science, Information Technology, Computer Engineering, or a related field

• Knowledge of Health Information Systems (HIS) products and e-health applications

• Understanding of computer hardware and software troubleshooting

• Basic knowledge of networking concepts and IT infrastructure

• Familiarity with relational database management systems such as PostgreSQL, MySQL, or Microsoft SQL Server

• Understanding of Windows and Linux operating environments

Preferred Technical Skills

IT Support Skills

• Basic technical troubleshooting and problem-solving abilities

• Knowledge of help desk and service support processes

• Familiarity with ticket management systems and workflows

• Understanding of remote support tools and techniques

• Ability to diagnose and document technical issues effectively

Database and Systems Knowledge

• Experience working with relational databases

• Understanding of database management fundamentals

• Familiarity with health information systems and digital healthcare solutions

• Knowledge of system administration concepts

• Basic understanding of data management processes

Customer Service and Communication

• Strong verbal and written communication skills

• Ability to explain technical issues clearly to non-technical users

• Excellent customer service and support etiquette

• Strong interpersonal and relationship-building skills

• Professional approach to handling user inquiries and concerns

Personal Attributes

• Strong analytical and critical thinking abilities

• Ability to work independently and collaboratively

• Willingness to learn new technologies and support tools

• Good organizational and time management skills

• Positive attitude and commitment to service excellence

Job Details

• Position: Intern Service Desk Support

• Job Type: Full-Time Internship

• Location: Kisumu

• Job Field: Customer Care, Success and Service / Internships

Why Apply for This Internship?

This internship offers an excellent opportunity to:

• Gain practical experience in IT support and Service Desk operations

• Develop technical troubleshooting and customer support skills

• Work with modern ticketing and issue management systems

• Build experience in health information systems and digital solutions

• Strengthen professional skills in a real-world technology environment

• Enhance career prospects in IT support, systems administration, and technical services