Enterprise Support Intern at Lagoon Hospitals

• The Enterprise Application Support Intern will assist in maintaining, troubleshooting, and supporting a range of enterprise applications.
• This role is ideal for recent graduates or students pursuing a degree in computer science, information systems, or related fields who are eager to gain hands-on experience in application support within a dynamic and fast-paced environment.

Summary of Responsibilities

• Provide Application Support: Assist in monitoring and troubleshooting enterprise applications to ensure optimal performance and uptime.
• Incident Management: Collaborate with the IT and support teams to track, document, and resolve issues related to enterprise applications and escalate unresolved issues or complex problems to higher-level support tiers (e.g., L2 or L3 support) when necessary.
• User Support: Assist end-users by resolving technical issues and providing continuous training and documentation as needed.
• System Monitoring: Utilize monitoring tools to ensure application health and report on any abnormalities or performance issues.
• Documentation: Help create and maintain documentation of application processes, configuration, and troubleshooting steps.
• Testing: Assist in the testing of updates, patches, and new features for enterprise applications to ensure proper functionality.
• Collaboration: Work closely with system administrators, and other IT staff to ensure seamless integration and functionality of enterprise application systems.
• Data Analysis: Support in gathering and analysing data to identify trends, performance issues, or areas for improvement in application performance.

Key Performance Indicators/Performance Goals

• Timely Closure and Resolution of User Issues and Enquiries.
• Great Customer Satisfaction via Exceptional Guidance and Support provision.
• On-time Escalation of Complex Problems and Efficient Follow-up towards Closure.
• Quick Closure of Users’ Knowledge Gaps in cases of System updates from Developers.

Internship Qualification

• Currently pursuing or recently completed a degree in Computer Science, Information Systems, Engineering, or a related field.
• Basic understanding of enterprise applications (ERP, CRM, etc.).
• Familiarity with databases (SQL), networks, and general IT infrastructure.
• Experience with troubleshooting technical issues.
• Understanding of software development lifecycle (SDLC) is a plus.
• Computer skills including the ability to use spreadsheet, word-processing programs and software applications at a basic level.
• Ability to multi-task and manage several tasks simultaneously
• Any experience in Service Support role or Desktop Support will be a plus.

Core Competencies

• Communication Skills
• Problem-solving
• Adaptability
• Proactivity & ownership mentality