Enhancing managed IT service efficiency through process standardization and support automation - AB-096

Genre de projet: Innovation
Discipline(s) souhaitée(s): Informatique, Sciences mathématiques, Affaires, Sciences sociales et humaines
Entreprise: Digital Link Inc.
Durée du projet: 6 mois à 1 an
Date souhaitée de début: Dès que possible
Langue exigée: Anglais
Emplacement(s): Barrhead, AB, Canada
Nombre de postes: 1
Niveau de scolarité désiré: Études de premier cycle/baccalauréat
Ouvert aux candidatures de personnes inscrites à un établissement à l’extérieur du Canada: No

Au sujet de l’entreprise: 

Digital Link provides comprehensive technology, marketing, and creative services that help organizations build stronger digital foundations. Based in Edmonton, Alberta, the company offers managed IT support, cybersecurity, website design, and digital marketing solutions tailored to small and medium-sized businesses across Western Canada. Digital Link’s team blends technical expertise with creative strategy to ensure clients can confidently navigate and grow in the digital space. The company is committed to reliability, client trust, and community-focused service, empowering local businesses with the same quality of technology and marketing support available to larger enterprises. By continuously improving its systems and communications, Digital Link aims to make technology approachable and impactful for every client, ensuring long-term relationships built on transparency, service excellence, and innovation.

Veuillez décrire le projet.: 

In the “Enhancing managed IT service efficiency through process standardization and support automation” project, Digital Link is strengthening its managed IT service delivery by introducing new processes, tools, and documentation to improve response times, consistency, and scalability. Many small and mid-sized businesses rely on Digital Link to keep their systems running smoothly, yet growth in client volume has increased the demand for standardized workflows and proactive service automation.
This project will help Digital Link modernize its internal support framework and transition from a reactive service model to a proactive, data-driven one. The IT Support Technician will assist in analyzing recurring technical issues, developing troubleshooting playbooks, and introducing automation in helpdesk operations. They will also support on-site client visits, capturing real-world service data to inform process improvements.
The initiative focuses on three core areas: process standardization, workflow automation, and knowledge documentation. The intern will help define best practices for incident management, ticket escalation, and client onboarding while also piloting simple automations for system alerts, backup verification, and device monitoring.
This will be a highly collaborative project involving mentorship from senior technicians and cross-functional work with project managers to test new processes with live clients. By the end of the project, Digital Link will have a repeatable set of procedures, service metrics, and automation templates that enhance efficiency, reduce downtime, and improve client satisfaction.
For the intern, this project provides a hands-on opportunity to learn IT service management and business process improvement within a real client environment. For Digital Link, it represents a strategic step toward scalable growth, operational reliability, and long-term competitiveness in Alberta’s IT services market.

Expertise ou compétences exigées: 

The ideal candidate should have a foundational understanding of information technology and strong problem-solving abilities. Key skills include:
● Technical proficiency with Windows and Mac operating systems, basic networking (LAN/Wi-Fi), and common business applications such as Microsoft 365 and SharePoint.

● Knowledge of IT service management (ITSM) principles, including helpdesk operations, ticketing systems, and incident documentation.

● Strong analytical and troubleshooting skills to identify root causes and contribute to process improvement.

● Excellent communication and interpersonal abilities for client support and team collaboration, both in-person and via phone/email.

● Organizational and documentation skills to record issues, maintain service logs, and support standardization efforts.

● Adaptability and willingness to learn, with an eagerness to gain hands-on experience in managed IT environments.

● Asset skills: familiarity with automation tools (e.g., scripting, remote monitoring platforms) or certifications such as CompTIA A+ are considered an advantage.