Description
The Service Delivery Intern will assist the Service Delivery team in supporting day-to-day operations, monitoring service performance, and ensuring adherence to defined processes and SLAs. The intern will gain hands-on exposure to service management, customer support operations, and quality/process compliance (This role is not intended for infra/network-related profiles).
No Of Vacancies
Experience:
Qualification:
- Bachelor's degree in any stream but preferably Information Technology, Computer Science, or a related field.
Location:
Skills/Requirements
- Bachelor's degree in any stream but preferably Information Technology, Computer Science, or a related field.
- IT support background/knowledge is preferred but not mandatory.
- Strong ability to analyze data and create clear, concise reports.
- Proficiency in MS Excel, Word, and PowerPoint.
- Basic knowledge of ticketing tools or service management frameworks is a plus.
- Willingness to learn, detail-oriented, and proactive.
Key Responsibilities
- Support Service Delivery Managers in daily operational activities and reporting.
- Assist in monitoring service requests, incidents, and tickets as per defined SLAs.
- Assist in preparing daily, weekly/monthly service performance reports.
- Maintain and update service-related documentation, trackers, and dashboards.
- Support coordination between internal teams (Support Head, QA, Project Teams)
- Participate in review meetings and document minutes of meetings.
Job Description
Detailed Job Description Daily Monitoring & Performance Reporting
- Compile, analyze, and present daily, weekly, and monthly performance reports to the Support Head/Project, highlighting key metrics, achievements, and potential issues.
- Provide regular status updates, reports, and dashboards to management.
Issue Escalation
- Act as the first point of escalation for support teams, helping to resolve or properly escalate critical issues to the appropriate channels.
- Proactively identify risks that may impact delivery or client satisfaction.
Process Improvement
- Support audits, compliance checks, and process adherence activities (ISO 20000)
- Identify and recommend improvements to existing support processes and workflows to increase efficiency and team productivity.
- Share project feedback with delivery and leadership teams for continuous improvement.
Communication
- Facilitate clear and consistent communication between support teams and leadership, ensuring everyone is aligned on goals and priorities.
- Ensure timely communication of project progress, risks, and issues.
Documentation & Auditing
- Maintain accurate records of support activities, incidents, and resolutions. Perform regular audits to ensure compliance with company standards.
- Ensure compliance with client contracts, SLAs, and deliverables.
