EY Service Desk - Portuguese in Argentina
Service Desk - Portuguese
Requisition # ARG003G2
Post Date Jan 11, 2021
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