Grantha Networks Pvt. Ltd. is looking for a motivated Digital Transformation (DTS) Intern to join our Digital Transformation team, which delivers IT Service Management and operations services to our enterprise and public-sector clients. In this role, you will work alongside experienced IT professionals to support IT service delivery, incident management, ticketing workflows, and ITIL-aligned processes across the client environments we manage. You will gain hands-on experience with modern ITSM tools, service desks, and IT operations from day one.
Responsibilities
- Assist in monitoring, categorizing, and routing IT service desk tickets and incident reports.
- Help maintain and document ITSM workflows, Standard Operating Procedures (SOPs), and Knowledge Base articles.
- Collaborate with technical teams to facilitate resolution of hardware, software, and service issues.
- Support IT Asset Management (ITAM) tracking, inventory updates, and service request fulfillments.
- Track basic service delivery metrics, SLAs, and performance reports.
- Participate in regular service review meetings and contribute to continuous service improvement initiatives.
Must Have
- Basic understanding of IT Service Management (ITSM) concepts and foundational ITIL processes (Incident, Problem, Service Request).
- Good technical troubleshooting mindset for software, network, or hardware issues.
- Strong written and verbal communication skills for client and internal interactions.
- Familiarity with helpdesk or service management tools (e.g., Jira Service Management, ServiceNow, or similar).
- Strong organizational skills and attention to detail when documenting processes and user requests.
- Eagerness to learn and grow within a structured IT operations and service team.
Nice To have
- Foundation exposure or certifications in ITIL v4 Foundation.
- Prior internship or academic exposure in IT support, helpdesk, or system administration.
- Familiarity with basic networking concepts, active directory, or user permission management.
- Basic understanding of ticketing metrics (SLAs, MTTR, First Contact Resolution).
- Experience using collaboration tools like Slack, MS Teams, or Jira.
Internship Duration & Deliverables
- This is a 3-month internship. Within that period, the intern is expected to complete the following:
- Obtain 2 professional certifications, provided by the company.
- Demonstrate active involvement in at least 2 projects.
- Deliver 2 presentations — one on a certification earned and one on a project worked on.
- Author at least 5 Knowledge Base Articles (KBAs).
- Resolve or contribute to a minimum of 30 help desk tickets.
What We Offer
At Grantha Networks, every employee’s work makes a real impact on the company’s success. We offer a collaborative and engaging environment with team-building activities, while supporting professional growth through learning, training, and exposure to diverse accounting and financial projects.