Summer Intern - Client Tech Service Delivery

Job Description

DESCRIPTION:

Division Overview:

Client Tech Service Delivery is an established global service delivery team with a focus on 4 client-facing services in support of ViacomCBS.

The 4 client-facing services are: Service Desk/Integrated Services, Service Delivery ITSM, Client Tech and Mobility & Print.

Role Details:

Service Desk/Integrated Services
• Possess basic understanding of the Service Desk/Account Administration tools
• Improve quality of L1 support and identify ways to streamline the Service Desk and TSA team operations
• Provide documentation and technical guidance to the Service Desk team
• Perform audit reviews of Service Desk agents and take corrective action when appropriate

ITSM/Service Delivery/ServiceNow
• Possess basic understanding of ITIL process and the ServiceNow tool
• Document existing ITIL processes and work and collect data to support process improvement
• Research best practices tools and support
• Collect data and create reports related to the performance of a process (Incident, Knowledge, Asset and Customer Satisfaction)
• Identify problem trends in the environment by analyzing metrics and working closely with other ViacomCBS Tech teams (e.g. Service Desk, Desktop teams etc.)

Client Tech
• Provide troubleshooting support via email, phone and remote desktop support
• Diagnose and resolve technical hardware, software and basic networking issues
• Install new software and hardware
• Identify and escalate technical issues that require urgent attention
• Identify and document solution solutions for users' issues and product problems

Print/Mobility
• Set up and maintain network printers
• Diagnose and resolve basic hardware and software printer issues
• Set up mobile devices (cell phones and tablets)
• Diagnose and resolve mobile device issues

Miscellaneous
• Project work
• Review technical documentation
• Leverage metrics and reporting to measure quality of service delivery
• Participate in customer outreach activities

Your Day-to-Day:
• Participate in meetings with the Service Desk and work with the Integrated Services team to improve the L1 support provided to users
• Run reports and analyze data to identify areas of opportunity and improvement
• Review our Self Service portal offerings and provide feedback to the team
• Assist Technology team with onboarding new employees
• Partner with the Desktop team to assist in troubleshooting and resolving users' issues
• Partner with the Print/Mobility team to work on new product deployments and provide troubleshooting to users' issues
• Assist with PC lifecycle activities
• Gain basic understanding of standard IT tools, products, platforms
• Create technical documentation

Logistics
• This is a paid internship and can also be for university credit if it meets your university's guidelines

QUALIFICATIONS:

What you bring to the team:

You have -
• Excellent communication and writing skills
• Excellent analytical and troubleshooting skills
• Ability to efficiently multitask
• Eager to learn quickly in a fast-paced environment
• Willing to work with other team members to support end users and solve technical problems
• Basic knowledge of Windows 10, Mac OS, Office365, Slack, Zoom
• Basic knowledge of Windows and Mac hardware
• Fast learner, self-sufficient, exploratory mindset
• Able to hit the ground running and take ownership of work
• Reliable and respectful of time/attendance

You might also have -
• Strong IT background
• Experience in a similar role

Additional Requirements:
• Intern must be a student currently enrolled in an accredited college, university or bootcamp
• Must be at least 18 years old

FUNCTION: Interns

Jobcode: Reference SBJ-rne2zm-18-221-187-121-42 in your application.