Job Information
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