Description du poste
Seeking motivated interns to support Service Desk backlog and operations management, ensuring tickets are well tracked, prioritized, and resolved efficiently while gaining hands-on experience in IT Service Management and operational improvement. The Junior Service Desk Technician will provide basic first-level remote support to users, ensuring excellent customer service, and assisting in resolving user inquiries under supervision.
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. Documentation / Knowledge Management
Follow and update basic documentation for common issues. Log communication and issue resolution according to ITSM procedures. Use existing diagnostic scripts and templates. Resolution of Service Requests and basic incidents
Resolve common requests/service requests, such as: Basic troubleshooting of hardware and software. User licensing and account setup. Assist users with training and resolving user errors. Career Growth and Development We have a strong culture of constant learning and we deeply invest in our people. You’ll have weekly check-ins with your manager, access to mentorship and training, and regular feedback on your performance. We’ll hold career reviews every one-three months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and gain rewarding technical experience.
Qualifications
Across all roles, these are the general qualifications we look for. For this role specifically, you will have:
Diploma/Bachelor's Degree in IT with 6 months of experience. Foundational IT knowledge and basic troubleshooting skills. Familiarity with ITIL foundations and ITSM concepts. Understanding of organizational technology policy and service desk procedures. Nice to Have
Proficiency in speaking French(Rwanda applicants) Preferred Start Date As soon as possible
Job Location Kigali- Rwanda, Nairobi- Kenya
Benefits Interns will be provided with a reasonable stipend for the duration of their contract.
Eligibility This role is only open to citizens or permanent residents of Rwanda and Kenya.
Duration
6 Months
Application Deadline 21 April 2026. We hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.