2nd Line Desktop Support Technician - 6 month contract - Birmingham

  • Competitive
  • Birmingham, England, United Kingdom
  • Permanent, Full time
  • EY.
  • 25 May 19

2nd Line Desktop Support Technician - 6 month contract - Birmingham

EY Technology manages and operates all the technology we use at EY, providing quality service and business solutions to EY personnel worldwide.

Technology Experience Support (TES) sits within EYT Global Operations. We provide technology support to end users in person. We are the 'face of EY Technology', engaging with our customers at every opportunity to raise their awareness of the available technology.

This selected candidate will have demonstrated ability to prioritize tasks and follow processes, in a fast-paced environment. They will have a flexible, proactive approach with a 'can do' attitude and be good communicators with a passion for providing exceptional client service.

Essential Functions of the Job:

  • Resolve Incidents and Service Requests associated with end user software and PC hardware, including mobile technologies
  • Keep customers' informed on progress of their ticket until they have agreed the resolution and the ticket is closed
  • Document all actions on the ticket in ServiceNow, detailing diagnostic and troubleshooting steps performed, and the resolution
  • Assist with provisioning and deprovisioning processing, including setting up of hardware/software for new hires and receiving hardware back from leavers
  • Replacing out of warrantee devices
  • Perform asset management activities (receipt, inventory, tracking, etc.) in accordance with firm policy and process
  • On-site cover in other regional offices, which may include travel
  • Out of hours cover may occasionally be required to support some projects and outages
  • Assist with projects, including off-site support for firm sponsored events, office moves or buildouts and TechBars (technology showcase).
  • Ensure that all EY Information Security policies and processes are adhered to

Experience / Knowledge:
  • Experience in end-user technology support
  • Experience with supporting and using Windows 10, Microsoft Skype and Outlook, mobile applications
  • Excellent written and verbal communication skills. Adept at presenting complex issues simply