Service Desk Intern

1 week ago

Manila, National Capital Region, Philippines Winrock International Regional Office Full time

POSITION SUMMARY
Winrock International (Winrock) is a non-profit organization that works around the world to increase economic opportunity, sustain natural resources, and protect the environment. Winrock strengthens the capacity of women, children, youth, civil society organizations, and businesses to actively participate in sustainable development and to positively impact society.

The Intern Service Desk position is a terrific way to launch a career. The position offers new challenges and additional responsibilities that give the opportunity to work with a variety of systems and applications. The Intern, Service Desk is the first line of support for tickets submitted by Winrock's internal employees globally and play a role in troubleshooting and building relationships with our internal stakeholders that gives the opportunity to work with a variety of systems and applications. The Intern, Service Desk has a firsthand role with significant expectations to contribute both technically and culturally.

POSITION RESPONSIBILITIES
 Serve as primary point of contact for IT-related issues and service requests.
 Review and document Standard Operating Procedures (SOP) when needed.
 Prioritize, document, and perform initial troubleshooting steps using Winrock's ticketing
system.
 Identify escalation points and resolver group/s.
 Collaborate with peers in identifying process gaps and providing ideas to bridge these gaps.
 Perform other administrative tasks assigned by the Associate Director, Service Desk

KEY COMPETENCIES
 Customer Service (I am Client-driven)
Must be able to understand and anticipate business partner needs, obsessed about exceeding
expectations with each customer interaction. Can consult effectively with different internal teams
and the ability to influence in driving the team and the pertinent departments towards processes
and quality improvements.
 Administrative Knowledge (I am Competent)
Must have experience in managing multiple deliverables and setting priorities among competing
demands. Familiar with office procedures including filing, documenting, preparing written
communications and preparing reports with strong attention to details.
 Communication Skills
Must have a strong command of English language, both in oral and written communications and
must be able to convey and articulate opinions, cascade accurate information and technical work
requirements in a manner that can be understood by all types of internal clients.
 Analytical Skill
Must have strong critical thinking skills to get to the root cause of issues and resolve them and must
have solid organization skills with the ability to analyze data.
 Problem Sensitivity Aptitude
Must be able to identify potential problems or setbacks, evaluate the situation and provide probable
solutions.
 Information Ordering Skill
Must be able to organize thoughts critically and methodically when faced with unfamiliar problems,
uncertainties, questions, or dilemmas.
 Excellence (I am Quality Driven)
Strive to excel, to stand out and to surpass the expectation of business partners, while listening to
their needs and deliver on that by doing it right the first time. Always make himself abreast of selflearning
and self enhancement to achieve the best potential. Strives for excellence at work ensuring
that things are properly done, if not beyond expectation. Being technically updated and applying
innovations to job. Proactively suggests and shares opinions with co-employees and superiors for
the improvement of the team.
 Teamwork (I am A Collaborator)
Works cohesively towards achieving common goals. Creates a positive working atmosphere and
supports teammate's ability to maintain an initiative-taking attitude and cooperativeness in all
company-related activities and undertakings. Ability to get the work done and do his fair share to
work hard and meet objectives. Consistently follows through on commitment and takes initiative to
make things happen.
 Professional Integrity (I am Ethical)
Listens to the needs of the business and delivers by doing it right the first time. Demonstrates sound
moral and ethical principles at work. Ability to live his values in relationship with co-employees,
customers, and superiors. Trustworthy and displays credibility by "walking the talk" good enough to
be able to display the core values of the company.

POSITION QUALIFICATIONS
Education: Currently taking Degree in Information Technology, Computer Science, or an equivalent focus
and enrolled on internship program of your class.

Technical Skills: Basic knowledge with industry standard platforms, including Windows desktop (Windows
10 and 11), Active Directory, Office 365, Microsoft Azure, SharePoint Online, VPNs, Internet Browsers

Language: Fluent English required.

Physical Demands:
 May need to move IT equipment/hardware from one place to another.
 Occasionally perform wiring.
 File paperwork and other equipment in physical cabinets.

Winrock is an equal opportunity employer. We are committed to providing equal employment opportunities for all people and value diversity and inclusiveness. At Winrock we have a clear mission: Empower the disadvantaged, increase economic opportunity, and sustain natural resources through unwavering dedication to accountability, equity, innovation, integrity, and transformation.

Winrock knows that its success comes from the hard work and steadfast dedication of its diverse workforce. Winrock remains committed to maintaining diversity, inclusion, and equity across the entire organization.

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