Intern Support Services
Intern Support Services
- (3186791)
Reporting to the Sr. Manager of Support Services, working under direct supervision of the Sr. Project Specialist, the Mass General Brigham Digital (MGDB) intern will assist in the process of maintaining integrity of the knowledge utilized by the IS Service Desk and the Mass General Brigham Community. MGBD Intern is responsible for working on tasks associated with the support of a service desk chatbot and implementation of a voice AI solution (syllable) in operator services.
Dates of Internship: June 6, 2022 - August 12, 2022
Duration: 10 weeks
Location: Mostly remote with select days onsite at one of our Eastern MA locations
Principal Duties and Responsibilities:
Assist in the process of maintaining the integrity of knowledge utilized by IS Service Desk and the MGB Community.
- Create new and modify existing knowledge base articles for use by the service desk chatbot, service desk staff, and user community.
- Participate in the knowledge audit process and assist with ensuring our knowledge content remains up to date and accurate.
- Support various tasks associated with the implementation of a service desk chatbot and syllable in operator services.
- Identify knowledge and chatbot learning gaps based on dashboard analytics.
- Conduct workflow and new feature testing.
- Provide customer support to end users with basic functionality questions.
- Participate in project work associated with expanding capabilities of the chatbot and voice AI.
- Other duties as assigned
Qualifications:
- High school diploma
- College junior or senior, with a concentration in Information Systems preferred
Skills/Abilities/Competencies:
- Adept knowledge of Microsoft Office suite, Exchange, IE, and SharePoint
- Knowledge of desktop operating systems: Windows and Mac OS
- Exceptional attention to detail
- Ability to analyze data
- Possess strong interpersonal skills to effectively communicate with cross functional teams including staff at all levels of the organization
- Strong problem-solving skills
- Strong ability to plan, organize and prioritize tasks
- Ability to learn quickly
- Use/s the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.