The Role

As an IT Intern, you'll have the opportunity to work part-time supporting staff to provide prompt, friendly, customer-focused service to the office. This includes responding to requests and issues, particularly those involving the need to be onsite (eg for managing hardware), as well as support for IT projects and proactive service initiatives. The successful candidate for this position must have good communication skills and a desire to achieve high customer satisfaction.

Key Responsibilities

• Respond to customer incidents and requests within agreed SLAs. Demand primarily comes from tickets escalated from the Global Service Desk that require onsite service and may also come from customer walk-ups.
• Resolve customer issues by clarifying the customer's needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Identify customer training opportunities
• Keep records of customer interactions in ticketing system; follow communication procedures, guidelines, and policies, with clear documentation
• Create & update knowledge articles
• Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping. Ensure asset tracking systems are updated appropriately
• Manage user accounts in active directory and supported applications
• Assist with audio-visual conferencing
• Perform onsite hardware and/or software testing and troubleshooting
• Assist with security incident response and investigation where required
• Assist with major incidents response and resolution where required
• Assist with office move technology logistics
• Assist with project delivery
• Ad-hoc tasks assigned by Manager

Essential Skills & Experience

Education:

• College or university student working towards a degree or certification in Information Technology seeking entry level experience in a service desk or customer service role.

Essential Skills & Experience:

• Work Execution: Works under close supervision and work is reviewed frequently. Able to follow standard processes effectively and efficiently.
• Communication & Interpersonal Skills: Strong written & verbal communication skills. Ability to show and communicate empathy. Tenacity & work ethic -willingness to do what needs to be done and not take shortcuts. Understanding of when to escalate an issue to ensure expedient resolution for customer.
• Solution Knowledge & Problem Identification: General, broad understanding of supported solutions. Able to quickly identify customer needs, perform pre-defined checks, and provide basic answers/tips based on personal knowledge or use of knowledge base articles.
• Documentation & Training: Contributes to documentation and knowledge sharing with guidance and direction.
• Task Control & Escalation: Ability to recognize potential large-scale issues or recurring problems and inform/escalate as necessary.

The Firm

Clyde & Co is a leading global law firm, helping organisations successfully navigate risk and maximise opportunity in the sectors that underpin global trade and commercial activity and enable global prosperity, namely: insurance, aviation, marine, construction, energy, trade and natural resources. Globally integrated, Clyde & Co offers a comprehensive range of contentious and non-contentious legal services and commercially-minded legal advice to businesses operating across the world. It is committed to operating in a responsible way by progressing towards a diverse and inclusive workforce that reflects the communities and clients it serves and provides an environment in which everyone can realise their potential, using its legal and professional skills to support its communities through pro bono work, volunteering and charitable partnerships, and minimising the impact it has on the environment including through a commitment to the SBTi Net-Zero standard and the setting of ambitious emissions reduction targets. The firm has 490 partners, 2400 lawyers, 3200 legal professionals and 5500 people overall in nearly 70 offices and associated offices worldwide.

Our Values

Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for our clients and our firm. We:

• Work as one We are a globally connected team of talented people who act with a firm-first mentality to achieve success
• Excel with clients We aim high and challenge ourselves to deliver unique excellence for our clients, keeping them at the centre of everything we do
• Celebrate difference We help each other to be at our best and believe our differences result in greater achievement
• Act boldly We seek new opportunities, take action and learn as we go, recognising that curiosity drives our development and contributes to growth

Business Services Competencies

Clyde & Co is committed to providing extensive, personal and professional development opportunities for our people enabling them to be highly effective in their current role as well as assisting them to fulfil their career aspirations.

The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:

• Technical Excellence
• People and Team
• Client/Stakeholder Relationships
• Service Delivery and Commercial Awareness
• Personal Effectiveness

This is the job description as constituted at present; however, the Firm reserves the right to reasonably amend it in accordance with the changing needs of the business.

**Principals only**

It is the policy of the Firm to recruit, hire, promote, reassign, compensate and train highly qualified persons without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, age, disability or any other basis protected by applicable law.

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