Internship: Group Operations & Technology, GTS Employee Infrastructure Services, GTS Employee Infrastructure Services [January 2025 - May 2025]

Job Description: 

Development of HPSM Ticket dashboard:

• This involves collecting report data from HPSM and generate team performance analysis dashboard using PowerBI or similar and publishing in sharepoint.
• The dashboard report will be weekly, monthly and year to date view.
• Dashboard will also have a view of the tickets that will breach SLA.
  
  By individual engineer.
• Improve operation processes through automation and scripting where possible:
• Identifying opportunities to automate IT processes or scripts to help streamline IT operations and improve efficiency 

Development of problem ticket analysis dashboard:

• This involves trawling the monthly ticketing data to perform ticket classification, identify frequent reoccurring issues, and end user pain points.
• Drive the RCA of the top 10 recurring issues and identify the top 10 recurring request for automation.

Chatbot intents:

• Collating end user feedback and the result of the problem ticket analysis, identify intents and create end user self-help documentations on confluence.
• Create and deploy chatbot intents.
• Monitor effectiveness of Chatbot hit rate and enhance utterances to improve the chatbot intent hit rate to an acceptable defined level.
• Monitor and ensure the resultant effect is to reduce the recurrence of identified problem and request.

  PDF scrapping #1:

• Automate the process of checking vendor quote with a standard price book.
• PR/PO data entry automation

MyWorld softphone:

• Automate the weekly report generation process

Job Requirements:

• Data Visualisation (Tablaeu, Power BI)
• IT Skills: Microsoft Office (Word, PowerPoint, Excel), Jira Software, Knime, Firebase, AWS
• Software Language: HTML, CSS, JavaScript, Python, Java, SQL, PHP, Dart, Swift
  C#, C++, SQL