Internship: Implementation IT Support
Your challenge
Are you the enthusiastic, talented intern we are looking for?
The IT Business Group Order-2-Cash is looking for an intern at our production facility Philips Healthcare in Best, The Netherlands to run a couple of pilot projects with the goal to improve IT support services measured against increased user satisfaction.
The pilot is primary run at several locations around the globe:
- Latham (USA), Hamburg (Germany), Klagenfurt (Austria) & Best (The Netherlands).
You will be actively working in an international environment, especially with other interns at the above locations. The purpose of these pilots is to deploy the result to all Philips locations around the globe.
Your responsibilities
In this assignment you’ll be responsible for:
- Improving processes, procedures and documentation
- Setting up Configuration Items in the Philips helpdesk tool
- Stakeholder communication.
Your main activities/tasks are:
- Inventory of existing configuration items and updating the information in the Philips helpdesk tool
Work with Philips internal and external parties in order to ensure:
- The information is being maintained
- The information is being used in the support processes
- Advise on how to improve further
- The goal of this Internship is to improve the Philips IT helpdesk processes. This is to be reflected in an improved end user satisfaction rating.
- the deliverables and performance expectations are:
- Planning
- Up-to-date Configuration Items in the Philips IT helpdesk tool
- Updated ticket handling processes, procedures and documentation
- Updated change management processes, procedures and documentation
- Deployment plan
The pilot is run at different locations in US and Europe in close cooperation with Site Leads, Personal IT, Service Managers, external parties and business stakeholders.
- It can be discussed to make this position suitable for a thesis assignment.
- Duration: 4 – 9 months
- Available as soon as possible, but no later than May 2017
Internship conditions:
- Students on work placement or final-year study assignment are paid a work placement or final-year study assignment allowance.
- A student on a work placement or final-year study assignment is paid an allowance towards rented accommodation, depending on his/her situation. This will be determined setting up the Intern Contract.
- A student on work placement or final-year study assignment who can prove that he/she is not entitled to a student card for public transport (OV-studentenkaart) is paid an allowance to cover the cost of travel between home and the place of work in accordance with the Conditions of Employment Guideline.
- The student is entitled to paid leave on the basis of 1 day per month.
- Opportunity to buy Philips products with tax benefit (Philips MyShop).
Students currently studying towards a (final-year) Bachelor (both Applied Science (HBO) and Universities (WO)) and Master of Science students (Msc.) in the following fields:
- IT
- System & Network Engineering
Other requirements are:
- Students applying for this position must have professional proficiency in English.
Knowledge:
- IT Management processes (ITIL)
- Processes and Procedures
- LEAN
Competences:
- Ability to work in a team and a geographically spread and complex organization
- Being able to communicate with subject matter experts and business alike
- Result driven
- Previous internship experience
- Previous experience in a comparative environment is a plus