Position Overview:

The IT Service Desk Intern is a member of the End-User Experience team and reports to the BorgWarner Service Desk lead. The IT Service Desk Intern supports IT Service Desk agents and end-users using various tools and software.

Key responsibilities:

• Monitor Incidents and Service Requests for the Enterprise Service Desk assignment group in the ServiceNow system.
• Create, review, update, and optimize knowledge articles in the ServiceNow system.
• Monitor and review the Customer Experience dashboard in the ServiceNow system. The dashboard tracks customer feedback in the ServiceNow system and for Indy, the IT Virtual Agent.
• Perform Indy Virtual Agent trial and error scenarios and report on improvements needed based on existing catalog items, requests and general usage
• Perform basic administrative tasks and request fulfillment using ServiceNow for the NOW admin team. This may include editing or creating NOW groups and objects.
• Support the managed Service Desk agent team. This includes Active Directory account administration for 3rd party Service Desk agents and providing clarification and answers to 3rd party Service Desk agents’ questions.
• Perform review of Service Desk tickets following the Quality Check process to ensure they are routed and processed correctly

What we’re looking for:

• Currently enrolled in a university program, preferably in Computer Science, Information Technology, or a related field.
• Curiosity for learning about ServiceNow functionalities and administration
• A keen interest in Service Desk operations
• Basic knowledge of Microsoft Office suite and IT support.
• Excellent analytical and problem-solving skills.
• Ability to work independently and collaboratively in a team environment.
• Good communication and interpersonal skills.