Help Desk

Job description

EY people in more than 150 countries are committed to operating with integrity, quality and professionalism in the provision of audit, tax and transaction advisory services. We strive to help all of our people achieve their professional and personal goals through an inclusive environment that values everyone's contributions, appreciates diversity of thought, fosters growth, and provides continuous opportunities for development. Recognized as one of Canada's top employers, EY continually strives to be a great place to work.

The opportunity:

As part of the managed services delivery operations in the service delivery center, you will be part of a team responsible for administering and maintaining the operational environments and applications for our managed service clients.


Roles and Responsibilities
·  Research and identify solutions to software and hardware issues
·  Track computer system issues through to resolution, within agreed time limits
·  Guide clients through a series of actions, either via phone, email or chat
·  Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
·  Ensure all issues are properly logged
·  Prioritize and manage several open issues at one time
·  Follow up with clients to ensure their IT systems are fully functional after troubleshooting
·  Prepare accurate and timely reports
·  Document technical knowledge in the form of notes and manuals
·  Maintain relationships with clients
·  Setup and testing of user accounts
·  Troubleshooting and maintenance of Windows and Linux servers
·  Utilize ticketing system to document and prioritize work.
·  Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. Help to train where needed or provide documentation.
·  Assist the Systems, Network and Telecom groups during testing and troubleshooting of issues
·  Interact with internal and/or external escalation resources to resolve complex technical issues.
·  Acquire and maintain a basic understanding of the location Local Area Network (LAN) setup/topology in order to troubleshoot network issues that may occur at the site.
·  Contribute to technical support documentation of resolutions, processes, and procedures

Qualifications & Behavioral Competencies
·  Solid experience in servicing desktop, server related issues
·  Working knowledge of remote connectivity software such as RDP, Citrix, and Cisco VPN.
·  Knowledge of DNS, DHCP and Active Directory
·  Fundamental understanding of networking connectivity issues.
·  Experience with desktop operating systems
·  Ability to look at a technical issue and determine if it is a telecom, networking or server issue.
·  Ability to work with remote users and guide them over the phone.
·  Excellent organizational, communication, time management, and problem-solving skills
·  Knowledge of ticketing systems.
·  Ability to write processes and procedures for people to follow.
·  Ability to work independently as well as in a team to achieve tasks in a timely manner.
·  Available for evening and weekend work, as necessary.

Must Have:
·  Ability to work in a team environment
·  Possess effective verbal and written communication skills
·  Excellent problem-solving skills
·  Strong knowledge of Microsoft based operating systems
·  Consistently seeks to develop self and skills needed to be prepared for future opportunities

Desired Skills (Nice to have):
·  Bachelor’s Degree or Associate's in an IT-related discipline (BS degree in Information Technology, Computer Science or relevant field)
·  Active Directory knowledge
·  CompTIA IT Certifications
·  Experience with one or more software development language (Java, .Net, Python etc.)
·  Knowledge and interest in computer systems and the latest technologies
·  The ability to learn new technologies quickly
·  An analytical mind
·  Basic understanding and interest in Robotic Process Automation (knowledge of RPA tools such as BluePrism and/or UiPath)

Job Type: Full-time

Experience
·  Helpdesk Support: 1 year (Required)

What working at EY offers

At EY, our Total Rewards package supports our commitment to creating a leading people culture - built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people, our clients and our communities. It's one of the many reasons we repeatedly win awards for being a great place to work. 

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

·  Support and coaching from some of the most engaging colleagues in the industry
·  Learning opportunities to develop new skills and progress your career
·  The freedom and flexibility to handle your role in a way that’s right for you

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. We are proud of our people culture, and we are committed to doing even more. Our people tell us that our culture of global teaming and our focus on building a better working world make EY a great place to build their careers.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible. 

Make your mark. Apply today.

EY is committed to inclusiveness, equity and accessibility. We encourage all qualified candidates to apply.