Help Desk Service Data Analyst Intern

ConnectWise is the world's leading software company dedicated to the success of IT Solution providers. As a company our vision is to power a thriving IT ecosystem that transforms what's possible for SMBs. How we do this is by empowering IT solution providers with unmatched software, services, and community to achieve their most ambitious vision of success

ConnectWise provides a work environment where each colleague is valued for their perspectives, skills and talents, is treated respectfully, can communicate openly and is encouraged to develop to their full potential as a contributor to the success of the company and the communities we serve.

We at ConnectWise value our colleagues and offer a competitive benefits package including medical, retirement investment plans, flexible time away, master’s assistance program and colleague recognition program.    

General Summary:

The Help Desk Service Data Analyst Intern provides support for the Help Desk Service team. This role is responsible for reporting on quality metrics and training data to inform help desk service performance management. This role works in partnership with the Help Desk Service team to provide quality assurance and process documentation and define Key Performance Indicators.

Essential Duties and Responsibilities:

• Provides support to the Help Desk Service operations team, with a high attention to detail
• Provide reporting and insights to service account facing teams on an ongoing basis
• Identify opportunities to use data to enhance efficiencies to Help Desk Service
• Work closely with SMEs to inform analysis and recommendations
• Support ongoing project initiatives with timely and relevant information

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to perform routine situations and procedures with limited supervision
• Strong team player with ability to build positive and collaborative relationships within the ConnectWise organization
• Ability to build reports, dashboards, and develop apps in Microsoft PowerBI
• Knowledge of data structures, including relational databases
• Superior analytical, problem-solving, and critical thinking skills
• Strong time management skills and the ability to complete projects independently
• Process orientated and customer focused
• Advanced Knowledge of Microsoft Office
• Ability to learn a broad set of business and operational metrics

Educational/Vocational/Previous Experience Recommendations:

• Requires advanced knowledge of job procedures and tools obtained through work experience
• Undergraduate studies in Data Science, Supply Chain Management, Information Systems, or similar

Working Conditions:

• 0-10% Travel may be required
• Professional office environment
• Hybrid position - Must be located in Pittsburgh, PA and willing to travel to Cranberry Office

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ConnectWise is an Equal Opportunity Employer.