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CITADEL Pacific Ltd.
IT InternCITADEL Pacific Ltd. • Taguig, Metro Manila, Philippines
IT Intern

IT Intern

CITADEL Pacific Ltd. • Taguig, Metro Manila, Philippines
6 days ago
Job type
  • Quick Apply
Job description

We are seeking a motivated and detail-oriented IT Intern to join our Technical Support team. This role provides hands-on experience in IT service management (ITSM), end-user support, and basic troubleshooting. The intern will assist in handling Level 1 (L1) support requests, documenting service tickets, and supporting day-to-day IT operations while developing technical and communication skills in a professional environment.

KEY RESPONSIBILITIES:

Technical Support & Operations

  • Assist in handling simple and routine Level 1 (L1) technical issues related to hardware, software, and network connectivity
  • Log, track, and update incidents and service requests using the ITSM tool in accordance with SLA guidelines
  • Provide basic support for end-user tools such as Microsoft Teams, Outlook, and MS Office applications
  • Support user onboarding/offboarding activities, including account setup and access provisioning

Ticketing & Documentation

  • Accurately document all incidents, requests, and resolutions in the ITSM system
  • Ensure proper categorization, prioritization, and tracking of tickets
  • Assist in generating reports related to incidents, service requests, and SLA performance
  • Help create and maintain documentation such as job aids, workflows, and process guides

Communication & Collaboration

  • Communicate effectively with users via phone, email, or chat to provide updates and basic issue resolution
  • Escalate complex or unresolved issues to higher-level support teams
  • Collaborate with team members, supervisors, and stakeholders on support-related activities
  • Participate in team meetings, training sessions, and knowledge-sharing activities

Continuous Improvement

  • Assist in analyzing ITSM data to identify trends, recurring issues, and improvement opportunities
  • Provide suggestions to enhance support processes, procedures, and service quality
  • Seek feedback regularly and apply learning to improve performance and technical skills

QUALIFICATIONS:

  • Currently pursuing or recently completed a Bachelor's degree in Information Technology, Computer Science, or related field
  • Basic understanding of computer hardware, software, and networking concepts
  • Familiarity with Microsoft Office tools (Excel, Word, Outlook, Teams)
  • Strong problem-solving and analytical skills
  • Good written and verbal communication skills
  • Willingness to learn and adapt in a fast-paced environment

PREFERRED SKILLS:

  • Exposure to IT service management concepts (ITIL is a plus)
  • Basic experience with ticketing tools or helpdesk systems
  • Ability to troubleshoot and resolve basic technical issues

WHAT YOU WILL GAIN:

  • Hands-on experience in IT support and service management
  • Exposure to enterprise tools and real-world IT operations
  • Opportunity to build technical, analytical, and communication skills
  • Mentorship from experienced IT professionals
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IT Intern • Taguig, Metro Manila, Philippines

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