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2nd Line IT Support Specialist Full Time

at EY London in London (Published at 02-11-2023)

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Enterprise Technology provides reliable, secure and resilient technology services and solutions that enable an exceptional technology experience for over 300,000 EY people world-wide. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class-tier technology infrastructure.

Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business experts to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

We are looking for a 2nd Line IT support specialist to join On-site Technology Support (OSTS). We are the ‘face of Enterprise Technology’, providing services to end users in person within our offices. We provide and support the hardware and software our customers need to service our clients. We engage with customers at every opportunity to raise their awareness of and help them make the most of the available technology.

The selected candidate will enjoy working as part of a team and have a proactive helpful approach. You will be well organised and able to prioritise your workload. You will be passionate about technology and comfortable discussing technology topics with customers at all levels. And, you will be highly motivated to deliver exceptional client service.

Your key responsibilities

  • Resolving Incidents and Requests associated with end user software, PC hardware and mobile technologies

  • Documenting all actions on the ticket in ServiceNow, detailing diagnostic and troubleshooting steps performed, and the resolution; where necessary, providing high quality escalations to Global support groups or external service organisations

  • Keeping customers informed on progress of their ticket until they have agreed the resolution

  • Maintaining a broad understanding of EY Technology and the Firm’s organisations and service offerings in order to identify the best outcomes for customers

  • Providing enhanced support for identified key leaders

  • Taking care of the firm’s hardware assets by timely and accurate recording of all asset assignments

  • Maintaining awareness of EY Information Security policies and processes and ensuring these are adhered to

  • Assisting with projects, including support for firm sponsored events, office moves or buildouts and TechBars (technology showcase)

  • Assisting with PC builds and configuration

  • This role is required to physically work in an EY office.

Skills and attributes for success

  • Extensive experience supporting Windows 10 and O365 in an enterprise environment

  • Broad knowledge of PC hardware, mobile devices and peripherals

  • Excellent written and verbal communication skills

  • Exceptional customer service skills

  • Well organised, ability to multitask, prioritise your workload and meet SLAs

Ideally, you’ll also have

  • Three years support experience in a professional services organisation

  • Broad understanding of IP networking concepts

  • Experience working in an ITIL environment

  • Microsoft or other relevant professional qualifications

  • ServiceNow experience or similar service management tool

  • Mac support experience


EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

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