Junior ITSM Technician Intern

One Acre Fund is a nonprofit organization that supplies smallholder farmers in East Africa with asset-based financing and agriculture training services to reduce hunger and poverty.

Junior ITSM Technician Intern

About the Role

• Seeking a motivated Junior ITSM Technician Intern to provide first-level IT support, troubleshoot user issues, manage service requests, and deliver excellent customer service while developing practical ITSM and technical support skills.

Responsibilities

Service Desk Operation and Management

• Adhere to service desk policies, processes, and guidelines

• Provide first-level support for basic user inquiries under supervision.

• Escalate complex issues to higher-level technicians.

• Communicate with users to provide updates and clarify simple issues.

• Follow detailed procedures for troubleshooting hardware, software, and user errors.

• Assist in improving ticket documentation by logging essential details in the system.

Outcomes achieved:

• Timely responses to user inquiries.

• Accurate documentation of service desk interactions.