EY Jobs

Job Information

EY Service Desk - Portuguese in Argentina

Service Desk - Portuguese

Tax

Requisition # ARG003G2

Post Date Jan 11, 2021

Responsibilities

  • Responsible for monitoring and responding to open tickets submitted through an incident management system

  • Troubleshoot and escalate alerts that cannot be resolved to appropriate section

  • Prioritize and handle service requests and incidents

  • Progress issues and provide relevant information for troubleshooting or for clarification

  • Identify opportunities for process improvement and contribute to Team initiatives

  • Responsible for improving and documenting the technical processes around application support (using KB article)

  • Work collaboratively with project managers on change requests, managing issues and establishing priorities

  • Handle late night and weekend emergency support as required

  • Resolve system problems during non-business hours or backlogs by providing off-hours support as needed

  • Ensure the performance of daily health checks of the applications, scripts, and infrastructure by support team

Desired Experience and Skills

  • Experience in handling Production Support activities.

  • Experience in using any ticketing tools eg. ServiceNow, ServiceDesk etc.

  • 4+ years of technical support experience.

  • Excellent communication skills, both oral and written. (English and Portuguese)

  • Strong technology analytical skills.

  • Ability to team with others to diagnose and creatively solve problems.

  • Excellent organizational skills with experience handing multiple activities.

  • Experience in a 24/7-production support environment is a plus.

  • Experience working in cross-functional and geographically dispersed team environments

  • Working knowledge of basic network configuration

  • Working Knowledge of basic IT Hardware and Software

  • Ability to learn and master employer-specific software

  • Complex problem solving

Knowledge of SQL database, Web Servers, any programming languages like .Net, Visual basic, and Azure would be added advantage

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