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Elevating Connected Human Experiences
Case Analyst Intern
Location
United States
Posted
115 days ago
Salary
$90K - $110K / year
Seniority
Entry Level
Job Description
Case Analyst Intern
C1
• Reads and comprehends customer handling instructions in the ticketing system • Logs into assigned splits/queues to answer designated calls into the Managed Service and Support Center (CSC) • Creates Ivanti cases to track all customer-related work received • Follows up with customer contacts to ensure satisfactory completion of work • Ensures compliance with designated contracts for managed services customers • Manages internal resources and business partners to meet contractual SLA requirements • Triages calls, emails, and work requests by severity, gathers appropriate initial information, and begins the resolution process; completes work when possible • Utilizes Power BI reports to monitor and analyze customer support metrics such as: Technician and resource utilization, Ticket hygiene (accuracy, completeness, and timeliness of case updates), SLA performance trends, Ticket backlog and volume patterns • Identifies data-driven opportunities to improve efficiency, customer experience, and service quality • Prepares and presents analytic findings to management to support decision-making related to staffing, workload balancing, and team skill development • Assists with maintaining data integrity in reporting tools and recommending enhancements to analytics dashboards • Supports continuous improvement by recognizing recurring issues and proposing actionable insights based on data patterns
Job Requirements
- Experience working in an external customer-facing environment for support
- Strong computer skills and working knowledge of general business applications, including MS Word and Excel
- Excellent oral and written communication skills in English
- Ability to demonstrate high standards of conduct and ethics as well as sound judgment, independence, and discretion
- Strong analytical, interpersonal, and relationship‑building skills
- Strong work ethic and personal drive to excel
- Strong sense of urgency and commitment to get the job done
- Strong negotiation, coordination, and conflict resolution skills
- Ability to use (and learn new) complex systems, technologies, and applications
- Ability to adapt to change quickly and multi‑task
- Basic understanding of data analytics concepts and willingness to learn tools such as Power BI (New)
- Junior or senior status in a degree program at a 4‑year accredited college/university
- Pursuing a bachelor’s degree in business, data analytics, information systems, or related field
- Minimum cumulative 3.2 GPA
- Exposure to data visualization or reporting tools (e.g., Power BI, Tableau, Excel analytics features) is a plus (New)
Benefits
- Ability to handle multiple priorities and demands in a fast-paced environment
- This job operates in a professional office environment.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
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