The ITSM Freshservice Intern supports the backend administration and operational effectiveness of Chromalloy’s IT Service Management platform, Freshservice. This role is not an end‑user support position. Instead, the intern works behind the scenes to support IT agents by improving ticket quality, maintaining accurate data, developing knowledge base content, assisting with reporting, and providing supervised Freshservice administrative support.

This internship offers hands‑on exposure to enterprise ITSM operations, service desk analytics, documentation standards, and continuous improvement initiatives.

This is a hybrid internship that requires regular in-office presence to support learning, collaboration, and hands-on experience.

KEY RESPONSIBILITIES

The following duties are representative but not all‑inclusive. Other duties may be assigned.

Ticket Triage & Data Quality

• Review and triage tickets to ensure accurate categorization, prioritization, assignment, and field completion
• Perform ticket quality checks to support SLA tracking and reporting accuracy
• Identify trends or data inconsistencies impacting service desk performance metrics
  
  

Knowledge Base (KB) Creation & Maintenance

• Create, edit, and maintain internal and external knowledge base articles
• Convert recurring issues and resolutions into documented KB content
• Ensure articles meet quality, formatting, and usability standards

Reporting & Metrics

• Assist with development and maintenance of Freshservice reports and dashboards
• Support weekly operational metrics related to ticket volume, SLA compliance, backlog, and resolution trends
• Validate data used for leadership and operational reporting

Freshservice Administration (Supervised)

• Provide limited and supervised administrative support within Freshservice, including:
• Ticket forms and custom fields
• Categories, subcategories, and service catalog items
• Assist with testing, documenting, and validating platform changes
• Support controlled cleanup and standardization initiatives

Workflow & Process Improvement

• Assist with limited workflow automation under supervision
• Document existing processes and workflows
• Identify opportunities for efficiency, standardization, and continuous improvement

What Success Looks Like

• Accuracy and consistency of ticket data
• Volume, quality, and usability of knowledge base articles created
• Timely and accurate weekly reporting and metrics
• Demonstrated contributions to process and operational improvements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Preferred Knowledge, Skills, and Abilities

• Interest in IT operations, service management, or systems administration
• Familiarity with ticketing systems or service desk tools (Freshservice preferred)
• Strong attention to detail and data accuracy
• Ability to work with structured processes, workflows, and documentation
• Proficiency with Microsoft 365 (Excel, Word, Teams)
• Exposure to ITIL or ITSM concepts is a plus
• Exposure to workflow logic, automation concepts, or scripting is beneficial but not required

Education and/or Experience

• Currently enrolled in, or recent graduate of, an Associate or Bachelor’s degree program in:
• Information Technology
• Computer Information Systems
• Computer Science
• Management Information Systems (MIS)
• Or a related technical field
• Equivalent hands‑on experience or demonstrated interest in ITSM operations may be considered.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Primarily sedentary, office‑based role
• Frequent use of computer and standard office equipment
• No routine lifting, hardware deployment, or workstation support required

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Professional office environment
• Minimal noise
• High speed and reliable internet service
• Headphones & microphone for meetings