Job Summary:

To provide first level Help Desk support for all services provided by the Firm.  Perform first line telephone, chat, and/or e-mail support including analysis, diagnosis and resolution of application or hardware issues, and where possible recommend and implement corrective solutions.

  • Essential Functions of the Job:
  • Provide first level technical support to all Ernst & Young customers
  • Under minimal supervision, respond to customers’ inquiries concerning support requests, systems status, and network connectivity, aiming to resolve the issue at first contact
  • Active management of the existing support calls in the call logging system in order to provide a first class support service to the user-base Maintain up to date knowledge of IT Services policies and procedures
  • Undertake analysis, diagnosis and resolution of client problems via phone and e-mail contact
  • Log, troubleshoot, and track problems to a successful conclusion
  • Escalate unresolved problems to other support groups to expedite resolution
  • Be available to perform after hours work
  • Perform special assignments as required
  • Perform daily / weekly administrative tasks as required
  • Identify sources and trends of technical problems to prevent future occurrences.
  • To contribute to the continuing development and maintenance of the knowledge database with the aim of increasing the technical skills of the wider team Follow up on specific inquiries or requests to ensure client satisfaction. Identify and escalate major incidents or customer issues to senior members of the ITSD
  • Proactively work as a member of a team
  • Maintain individual performance targets

Analytical/Decision Making Responsibilities:

  • Must be able to decide what knowledge to apply to resolve or if it needs to be escalated to the next level.
  • Work independently with limited supervision on resolution of end user incidents
  • Overtime may be required as per country overtime policy

Qualifications/Knowledge:

Mandatory:

  • Successful education background
  • In-depth knowledge of standard business applications:
  • Microsoft Office 2007 suite
  • Lotus Notes 8 – Mail & Databases
  • Windows XP
  • Active Directory
  • Intel compatible hardware (Desktops, Laptops, Printers, Mobile Devices)
  • Networking concepts
  • Remote Access

Desirable:

  • Successful completion of College/University course in Business, Computing or Information Technology
  • Holding or working towards formal technical qualifications (MCP/MCDST/MCSE or equivalent)
  • Completion of formal training course relating to the field of customer care
  • Good knowledge of English, both verbal and written

Skills/Competencies:

  • Experience working with customers, dealing sympathetically with their problems under pressure
  • Strong work ethic geared towards exemplary customer service
  • Possess strong written and oral communication skills
  • Excellent team working skills
  • Proactive, organized and able to prioritise tasks
  • Ability to quickly gain knowledge and understanding
  • An analytical approach to identifying issues and solutions
  • Strong problem solving abilities
  • Ability to explain solutions in an effective and customer focused manner
  • Recognizes issues and seek guidance on solutions
  • Able to develop working relationships with staff at all levels
  • Experience in the use of tools, best practices and policies to quickly resolve issues
  • Identify improvement opportunities
  • Flexibility and initiative to anticipate customer needs
  • Dealing with irate clients

How to Apply:

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