Service Desk Internship - CluneTech
CluneTech, Ireland

CluneTech is a suite of companies providing cutting-edge solutions that simplify global business. Our technology streamlines business processes such as digital sales, global payroll, tax compliance, global VAT amp; cross-border payments, making business better for our customers worldwide.

CluneTech has been recognised as a Great Place to Work for 7 consecutive years, a Best Workplace for Women for the past 3 years and most recently, we were delighted to be recognised as a Best Workplace in Tech for the accreditation’s first year.

Our global footprint encompasses 35 offices worldwide and we do business across 100 countries on a daily basis. We have over 1,600 employees globally and are currently looking for the newest member of our team.

The IT Support Intern is the first point of contact for the users who call the CluneTech Group IT Service Desk. While providing a high level of customer interaction, they are responsible to resolve Level 1 requests in a timely fashion, and escalate Level 2/3 requests to appropriate Support teams. The IT Support agent must have a good balance of basic technical skills, and customer facing skills.

We’re always on the lookout for ambitious people to join us and help fuel future growth. Join our technology hub and support entrepreneurial leaders and fantastic new businesses with solutions that make business better.

CluneTech is launching an Internship programme that will be open to students and recent graduates with a Degree, Masters and other relevant technical qualifications. This role will be a great introduction to large-scale technical environments and will provide exposure to a wide array of modern technologies.

Our working day is from 9am to 5:50pm Monday-Friday based at our newly renovated headquarters in Kilkenny. Considered a local tech-hub, the candidate will join a our team and assist with BAU and Project tasks and will report into the Group Service Delivery Manager.

Main Responsibilities:

• Serve as the single point of contact within Clune Tech for ICT related issues
• Respond to questions from our internal customers via emails, ITSM portal, and telephone keeping within the SLA targets of the Service Desk
• Keep the customer informed on the progress of their request at all appropriate times.
• Become familiar with the Systems, Network, Desktop teams, and each team in the wider IT Department.
• Dealing with hardware and application support queries and issues reported to the support desk
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• The duties requires that the IT Support Agent receives and logs work requests using the Service Desk tool
• Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician
• Follow all Service Desk Process and procedures such as Incident Management Process, Problem Management Process, etc. and help enhance them where appropriate
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Assist with in-house projects and initiatives and use your own skills and competencies to help contribute and develop existing operations procedures

Requirements

Where Service Desk experience is preferred, training will be provided where needed. Given this is an internship, we’ll offer all the support necessary to be able to achieve the goals set out and agreed.

Requirements:

• Great Customer focus
• Great interpersonal skills, with a focus on listening and questioning be curious.
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
• Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
• Familiarity with the fundamental principles of ITIL and of Service Level Agreement and targets
• Responsible for monitoring, operating, managing, troubleshooting and restoring service, personal computers (PC) or notebooks that has authorised access to the network
• Good analytical skills and ability to apply logic to reporting from multiple data sources
• Assist on End User Modernisation initiatives and projects and share your own innovative ideas where you identify areas for refinement

Benefits

At CluneTech, we are a community of like-minded individuals committed to excellence in everything we do. We create an innovative, collaborative, and supportive workplace that allows our brilliant people to unleash their potential.

Recognised as a both a Great Place to Work and Del

Job Rewards and Benefits