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.
