Wiley

Job Description:

Intern - End User Services

Location:

Colombo, LKA

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

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

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.

When applying, please attach your resume/CV to be considered.

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