Summer Intern, Customer Experience

Port Authority of NY & NJ•Jersey City, NJ

2d•$18 - $30•Hybrid

About The Position

About the Internship The Technology Department is looking for a Customer Experience intern to join their team! The Technology Department delivers effective, sustainable solutions and support to the Port Authority and is knowledgeable, proactive, and responsive to the Port Authority's current and future technology needs. This internship will allow the perspective candidate to gain hands-on experience with the customer service team managing the lifecycle of computer assets, maintaining computer compliance and supporting the agency’s essential operations. The candidate will learn how to use the ServiceNow platform to manage, monitor and optimize processes and workflows and assist in maintaining asset compliance and supporting the agency’s essential operations.

Requirements

Enrollment at a college or university at the time of the internship
Major in Information Systems or related discipline

Nice To Haves

Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, OneDrive, Power BI, etc
Ability to meet deadlines, work independently or within a team, and prioritize work
Strong written/oral communication and interpersonal skills
Willingness to learn and develop new skills

Responsibilities

Assist with managing computer assets (desktop, laptops, monitors, printers, mobile phones) from procurement to dispositions. This includes full life cycle management, inventory management and data analysis.
Assist with reviewing ServiceNow tickets.
Analyze aging tasks/tickets to identify overdue or pending tickets and engage with the appropriate resolvers or support teams to follow up on tickets that require attention.
Assist with customer service survey reviews.
Review feedback related to IT services or support incidents to understand the user experience and identify areas of improvement.
Assist with evaluating generic service requests to ensure they are categorized correctly and aligned with the appropriate IT service processes.
Assist in updating and maintaining the internal knowledge base.
Assist the ServiceNow team to support the internal business units and other stakeholders with various projects including analyzing business processes, gathering requirements from stakeholders, building reports, and collaborating with the team to design solutions.