DEX Ops Automation Intern - End User Support & Productivity (EUSP)

Position Summary

The DEX Ops Automation Intern will support the End User Support & Productivity (EUSP) organization by driving a single, well defined, and high impact initiative focused on improving support efficiency, data quality, and the organization's transition toward an AI first, proactive support model.

This role is ideal for a strong self starter who is genuinely excited about delivering value, identifying improvement opportunities, and using data to influence how enterprise IT support operates. The intern will work closely with program leaders, Technical Field Engineers (TFEs), and cross functional partners to analyze support tickets, surface insights, and contribute to measurable improvements in how issues are identified and resolved.

Primary Initiative: Ticket Auditing & AI First Support Enablement

The intern will serve as the team's Ticket Auditor, owning a recurring review process to evaluate service desk tickets and identify opportunities for earlier, automated, or proactive resolution using Digital Employee Experience (DEX) capabilities such as Nexthink.

This initiative will directly support EUSP's evolution toward a more data driven, proactive, and AI enabled helpdesk model.

Key Responsibilities

Ticket Auditing & Support Optimization

• Perform daily/weekly audits of support tickets processed by Technical Field Engineers across AM and EU regions.

• Cross reference ticket trends against potential DEX scenarios that could have enabled earlier detection or automated resolution.

• Identify recurring issues, missed automation opportunities, and data gaps that prevent proactive remediation.

• Produce concise weekly insights highlighting opportunities to improve efficiency, automation, and user experience.

• Share findings with program leadership and frontline teams to support continuous improvement.

Dashboards, Data Analysis & SQL Support

• Leverage SQL querying skills to analyze ticket data and support the development of dashboards measuring support performance and progress toward AI first goals.

• Partner with full time team members to translate analyses into clear, leadership ready dashboards and visualizations.

• Support tracking of trends over time across support areas, regions, and ticket categories.

Data Quality & Process Improvement

• As the formal ticket auditor, proactively recommend improvements to ticket data structure, categorization, and quality.

• Help identify inconsistencies or gaps in how tickets are logged that limit effective analysis or automation.

• Contribute suggestions that strengthen long term reporting, analytics, and proactive support capabilities.

Executive Reporting & Communications

• Support the creation of executive level summaries that translate ticket and trend analysis into actionable insights.

• Assist in preparing recurring updates or presentations that communicate progress toward proactive and AI driven support.

• Help ensure findings are communicated clearly to both technical and non technical stakeholders.

Required Qualifications

• Currently enrolled in an undergraduate program (Sophomore or Junior preferred).

• Demonstrated ability to operate as a self starter with minimal oversight.

• Strong analytical mindset with comfort working in structured and unstructured data.

• Experience with SQL querying and data analysis.

• Strong Excel, PowerPoint, Outlook, and broader M365 skills.

• Excellent written and verbal communication skills.

• Highly organized, detail oriented, and motivated to deliver measurable value.

• Ability to work onsite in San Diego at least 3 days per week.

Preferred Qualifications

• Background or coursework in Computer Science, Data Analytics, Economics, Business, or related fields.

• Familiarity with IT service management concepts, helpdesk operations, or DEX tools (e.g., Nexthink) is a plus.

• Experience creating dashboards, analyses, or summaries for leadership audiences.

• Interest in enterprise IT, automation, AI, and proactive support models.

What the Intern Will Gain

• Ownership of a high visibility, high impact initiative with real operational outcomes.

• Hands on experience influencing an enterprise IT organization's shift toward AI driven and proactive support.

• Practical experience auditing real support data and improving data quality at scale.

• Exposure to executive reporting, dashboards, and decision making processes.

• Opportunity to translate technical insights into business and leadership ready recommendations.

The target hourly rate for this internship is $21.00 per hour. The individual will be paid hourly and eligible for overtime.

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