Job Summary:
Assists with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)
Assists with provisioning and deprovisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees
Assists with (or coordinates) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents
Resolves incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies Identify sources and trends of technical problems to prevent future occurrences
Under minimal supervision, provides after-hours service for escalated issues from the Service Desk or supervisor
Performs asset management activities (procurement, receipt, inventory, tracking, distribution, etc) in accordance with firm policy and IT Service process
Assists with off-site support for firm sponsored functions/meetings
Performs asset management responsibilities as assigned by supervisor
Assists with IT tasks related to office moves, buildouts and relocations
Operates as “remote hands” for other IT functions, such as Telecommunications and Hosting
Maintains a thorough understanding of IT Services’ organization and service offerings in order to identify how best to address end user technology needs and incidents
Understands the Firm’s business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel
Strong analytical skills are required to address end-user incidents escalated from the service desk or offered by end user on walk-up issues
Decision making responsibilities are limited to addressing a single end-user issue; need to be able to prioritize incidents being worked on and communicate those priorities to end users as necessary
This role receives direct oversight from a supervisor, with regular (at least daily, but more frequently for new hires) contact to monitor and assign activities
Knowledge and Skills Requirements:
Excellent communication, interpersonal, organizational, and time management skills
- Excellent customer service attitude
Ability to work effectively with all levels of end users and IT personnel
- Bachelor's degree or equivalent work experience
- Approximately 1 to 4 years of experience in end user technology support
EY is committed to being an inclusive employer and we are happy to
consider flexible working arrangements. We strive to achieve the right balance
for our people, enabling us to deliver excellent client service while allowing
you to build your career without sacrificing your personal priorities. While
our client-facing professionals can be required to travel regularly, and at
times be based at client sites, our flexible working arrangements can help you
to achieve a lifestyle balance.
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