On-site Technology Services Coordinator (Supervising Associate) - 12 months Fixed Term Contract

Job description

Job Title: On-site Technology Services Coordinator

Rank: Supervising Associate

Location: Melbourne

Duration: 12-month contract 

 
Job Summary:


 

 

The On-site Technology Services (OSTS) Coordinator provides operational oversight of a technology support team in a limited (single office/country) geography to prioritize tasks; interpret information; and apply technical knowledge to satisfy end user and firm objectives. This professional anticipates technology support issues, and creates solutions with appropriate consultation. This position will also participate in providing the highest level of technical support, guidance and consultation associated with products supported and services provided by OSTS/IT Services.

 

Essential Functions of the Job:


·  Act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to complex technology needs and issues; develop complex action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized; analyze the impact of decisions; and mentor others through the solution process in order to satisfy end user needs.
·  Leverage multiple resources, coordinating team initiatives in order to meet customer needs. Facilitate the implementation and support of defined solutions.
·  Provide feedback on team members, whether part of the geographic team or a project team, to counselors.
·  Build and maintain productive relationships with a wide range of end users within the geography supported by the local OSTS team.
·  Act as a liaison between OSTS and end users supported by the local OSTS team to ensure effective communications flow on matters related to end user support.
·  Anticipate technology support issues, and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the development and implementation of technical and business solutions to complex end user technology needs and issues.
·  Work independently on small projects and lead projects as assigned. Assess the special needs of local area offices and engagements, and respond appropriately.
·  Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure end user satisfaction. Provide team oversight to ensure support metrics and key performance indicators are achieved.
·  Maintain a thorough understanding of IT Services’ organization and service offerings in order to identify how best to address end user technology needs and incidents.
·  Maintain a thorough understanding of the business drivers and technology needs of key engagements and accounts located within the supported geography. Communicate unique needs and customer feedback to appropriate IT Services personnel to ensure business imperatives are anticipated and addressed as possible/necessary.

Analytical/Decision Making Responsibilities:

· 
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 include the prioritization of work for an OSTS team, and determining approaches to addressing end-user support issues.

· 
This role receives limited oversight from a supervisor and is expected to be able to work independently

Knowledge and Skills Requirements:

·  Ability to coordinate the daily responsibilities of a small team
·  Extensive technical expertise in end-user software and hardware
·  The ability to work on multiple projects simultaneously in a fast-paced, high-energy environment
·  Exceptional interpersonal, communication, organizational, and project management skills
·  Excellent customer service attitude.
·  Ability to work effectively with all levels of end users and IT personnel.
·  Extensive technical expertise in end-user software and hardware
·  Ability to communicate in English language

Supervision Responsibilities:


This role will oversee the operational responsibilities of a small team, which may include counseling responsibilities depending on the size or geographic span of the organization.

Other Requirements:


·  OT is worked as necessary
·  Work may be performed in the office or at off-site locations.

Job Requirements:

Education:


·  A Bachelor's degree or equivalent work experience

Experience:

·  Approximately 6 -10 years of project management experience in support of IT products.

·  Broad knowledge of/experience in end user computing and PC Workstation-based applications and hardware.

·  Demonstrated ability to coordinate efforts of a small team
·  IT Helpdesk Team Lead experience is highly desirable.

Who we are

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.