Description
The Technology Consulting Analyst Intern works closely with Service Desk and Customer Success teams to drive process and business improvements in addition to service satisfaction for our clients. They consult and contribute to optimized incident resolution, provide detailed documentation inside ITSM records, and follow through on task resolution with end users and internal staff. The role blends traditional consulting and business analyst roles, allowing the analyst intern to make data-driven decisions and streamline success across the business.
Responsibilities:
- Handle incoming client requests and provide support; document details precisely and triage ticket backlogs to prioritize highest urgency tasks
- Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards
- Escalate problems to appropriate individual/team within Managed Services branch of Coretek
- Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
- Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
- Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
- Participate in process improvement projects that enhance the quality or efficiency of Managed Services and assist with special product-related tasks as needed
- Develop data analysis skills to guide decision-making across various scenarios
Requirements
- Spring Entry Applicants: ability to work 5-10 hours per week (remotely) beginning March, 2025 while coursework is ongoing, and available to transition to full-time from Farmington Hills (MI) office during the summer
- Summer Entry Applicants: ability to work full-time beginning June, 2025 from Farmington Hills (MI) office during the summer
- Demonstrated interest in Technology, MIS, Operations Engineering, Computer Science/Engineering, or pursuit of a related degree
- Strong listening, verbal, and written communication skills
- A strong sense of urgency and the ability to multi-task effectively with attention to details
- Well-developed organizational, communications and time management skills
- A strong business maturity and professionalism is essential
- Ability to work independently as well as part of a team and function well under pressure
- Relevant projects & certifications a plus
