EY AI & Data is the data and advanced analytics capability within EY Asia-Pacific, with over 500 specialist employees working across multiple industry sectors.
We’re looking for people to join us as part of our Data Managed Services team. You will need passion for a career in level 1 support, where you will provide an excellent monitoring capability together with good problem solving and customer service skills.
As a Level 1 Support, you will manage multiple engagements working closely with the client and EY level 2 and 3 technical team The role will be the first escalation point for the clients. Some of your responsibilities will include:
Your key responsibilities:
- Support 24 x 7 monitoring of Data cloud platform and applications, including out-of-hours working and on shift basis including public holiday/weekends.
- Actively communicate with 2nd / 3rd level support teams.
- Point of contact of EY Managed Services team (To raise/acknowledge tickets or enquiries from client).
- Perform basic troubleshooting, training will be provided.
- Performs and oversees standardized operational tasks to ensure that the service levels and performance are met. Acts where necessary to address or escalate performance or operational issues.
- Initiate the procedure for handling detected incidents. Includes raising incident tickets, service request & changes request ticket to users for reference and follow ups.
- Acts as frontline to confirm problems and capture needed information.
- Support all channels of communication – phone, chat, self-serve, email for EY Data clients.
- Monitors application systems or modules for which the Level 1 are responsible for. Notes problems and identifies performance trends with assistance from more senior colleagues where necessary. Assists in taking the corrective action to improve performance and to avoid recurrence of the same problems.
- Escalate Major Incidents to the team leads and Service Desk Manager, ensuring communication to other team members is delivered in a timely manner.
- Deliver service against quality assurance measures providing accurate and consistent service delivery.
- Support the development and maintenance of the service desk support tools, to meet Customer and Data team needs.
- Support both positive and negative customer satisfaction results, providing our customers with a timely response in accordance with the agreed SLA.
- Quickly resolving small or easy-to-manage issues based on the SOP’s.
- Owns the incident/service request/change ticket tracker to be shared and reviewed with the delivery manager.
- Update daily/weekly/monthly or the overall ticket status to the delivery manager or client.
Skills and attributes for success:
- At least Diploma in IT field, but equivalent knowledge and/or willing to learn through experience is acceptable.
- Fresh Graduates are encouraged to apply.
- Entry to junior level with 1 to 2 years professional experience in IT Support/Helpdesk role or experience in Azure or Data Analytics platform is an added advantage.
- Customer focused, with calm and reassuring demeanor towards users.
- Excellent problem-solving skills and documentation skills.
- Proven customer service skills..
- Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.
- Good communication skills (verbal and written) and the ability to work within a 24×7 support environment.
- Eager to learn on the new technologies (Cloud and Data Analytics tools).