Intern End User Services

About The Role

Wiley is looking for passionate Interns to join our exciting, challenging, and rapidly expanding team in Sri Lanka. This is a hands-on intern position where you will work with the End User Services Team for Wiley’s internal technology operations. The role of the Wiley End User Services Team goes above and beyond an ordinary technology service delivery. Therefore, without a doubt, the experience you will gain at the Wiley End User Services Team will expose you to a wealth of knowledge and a great many opportunities.

How You Will Make An Impact

• Provide initial support and diagnostics for end-user issues, revolving around desktop systems, software, and infrastructure in use within Wiley.
• Provide correct responses to requests for support. For example, making system modifications, developing workarounds or site-specific enhancements, reconfiguring systems, changing operating procedures, producing additional documentation, or escalating requests to systems development staff or software suppliers.
• Be the first contact point of support for Wiley colleagues and/or service delivery staff to log, track, and resolve incidents or requests.
• Respond to and manage the status of requests submitted to the ticketing system.
• Ensure that all requests are dealt with and resolved appropriately, and issues requiring further specialist input are referred to the appropriate support team.
• Investigate issues/problems and determine the correct actions to take
• Ensure all work is carried out and documented, following required standards, policies, and procedures
• Take proactive corrective action to improve performance and to avoid problems arising
• Research and make recommendations for changes and refinements to processes and procedures
• Acquiring an understanding of a problem or situation by breaking it down systematically into its parts and identifying the relationships
• Keeping track of a consistently evolving environment and evolving technologies, and procedures.
• Share information through regular communication, sharing resources, and contributing to resolving mutual problems
• Diagnose and resolve end-user problems involving networking (TCP/IP, LAN/WAN, DNS, VPN, VLANs, Wi-Fi)
  
  

What We Look For

• An undergraduate from a recognized university reading for a degree in Computer Science, Software Engineering, IT, or any other related discipline
• Be an excellent personality with communication and problem-solving skills
• Know Microsoft operating systems and technologies
• Know on communication and networking fundamentals
• Knowing the ITIL Framework would be an advantage

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