IT Service Desk Level 1 Intern

As an IT Service Desk Level 1 Intern, you will be one of the first points of contact for internal Smith+Nephew employees who need IT support. You will help colleagues through phone calls, chats and web tickets, using ServiceNow Knowledge Base articles and internal processes to troubleshoot issues, respond to requests and guide users towards helpful tools and the Self-Service portal.

You will learn how to log information accurately, resolve as many incidents and requests as possible at first contact, manage tickets and follow up with users to confirm whether the proposed solution worked. When an issue needs additional support, you will assign it to the right resolving team or escalate major incidents in line with existing processes.

You will also support User Access Management activities through ServiceNow and other available tools, contribute to the Service Desk Knowledge Base, monitor incidents and requests, and help identify recurring issues that may point to wider problems. This role works to a flexible shift schedule.

Success in this role starts with curiosity, care for users and a willingness to learn. You will bring a service focused mindset and the ability to communicate clearly, while developing your technical knowledge in a supportive team environment.

• Currently enrolled in a bachelor’s or master’s degree programme in Information Technology, Computer Science, Business Administration, Finance, Economics, or a related field.

• Fluent spoken and written English, with the ability to explain information clearly and precisely.

• An understanding of customer service and the confidence to work cooperatively with others to achieve team goals.

• Basic IT and technical knowledge, including troubleshooting skills, is preferred but not essential.

• Analytical problem solving, attention to detail, good time and task management, and the ability to follow existing procedures while escalating issues when appropriate.