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EY Operations Technician - EY Global Delivery Services in Argentina

Operations Technician - EY Global Delivery Services

Core Business Services

Requisition # ARG003K7

Post Date 6 days ago

GlobalOne Support Team

Position: Associate

Description:

This role provides general level 1 support for GlobalOne, EYMP and other associated applications. The role will handle support queries through multiple channels such as phone, email and ServiceNow tickets. This role will report to a Supervising associate. The agent will be required to gain a strong knowledge of GlobalOne, EYMP and other associated applications and should also be able to identify when a query needs to be escalated to the next level.

Responsibilities

Helpdesk:

  • Deal with all Level 1 queries within SLA, using Phones, Email and ServiceNow tickets

  • Identify if the issue is within scope and provide complete responses to see the issue through resolution

  • Escalate issues that do not get resolved using known/ documented process with all relevant documentation and troubleshooting steps

  • Proactively identify ways to improve the operational support model and work with the lead to implement these.

  • Respond to basic queries regarding technical issues

  • Handle queries that are documented in ServiceNow

  • Troubleshooting access issues

  • Troubleshooting basic technical issues that may be related to browsers

  • Identify frequently asked questions and issues to create documentation

  • Interact with L3 teams and engagement teams to clarify questions and reach an accurate resolution

  • In case the technical team requires a call with the client then liaise with the client, engagement team and IT team to coordinate the call

ServiceNow Management

  • Monitoring the ServiceNow queue and picking tickets

  • Clearly document issues reported in a format that is useful for the L3 team

  • Follow-up on tickets that we do not receive responses

  • Work on minimizing resolution time using process expertise and coordinating with L2 team

Skill sets:

  • Excellent customer service skills

  • Good communication skills with the ability to professionally communicate at all levels of the organization

  • Excellent written and verbal English communication

  • Eye for detail and ability to apply knowledge gained when dealing with issues and communicating status clearly to the end user - not just scripted response

  • Strong Analytical skills

  • Strong troubleshooting skills

  • Basic technical knowledge of internet and related systems

  • Basic understanding of ticket documentation

Sound technical troubleshooting skills

• 0-2 years’ experience in IT Helpdesk environment or sound knowledge of Internet troubleshooting

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