EY IT Onsite Support Specialist - Dublin in Ireland
Title: IT Onsite Support Specialist - Dublin
Job Number: IRE001PB
IT Onsite Support Specialist
About the Team: Global IT Services creates, manages and operates all the technology used in EY, providing quality service and business solutions to EY personnel worldwide.
Overview of the Role:
The On-Site Services staff provide direct end user support in person. This selected candidate will have demonstrated ability to prioritise tasks, working with multiple software and hardware technologies, in a fast paced environment.
Essential Functions of the Job:
Provide 2nd line support to PC users
Resolve incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies.
Keep the user informed on the progress of the call until they have agreed the resolution and the call is closed. Regularly update the call in ServiceNow and provide details of the fix.
Where necessary escalate calls to other global support groups or to external service organisations, maintain responsibility for the call, and act as liaison between the user.
Monitor print devices for outages. Replace toners as delivered by HP. Create tickets and monitor for HP
Responsible for preparing machines for new hires including bulk intake programs
Assist with (or coordinate) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents.
Assist with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware).
Assist with off-site support for firm sponsored functions/meetings.
Assist with IT tasks related to office moves, build outs and relocations.
Provide ad hoc services such as networking of meeting rooms, configuring PCs and setting up rooms for projects and other special business needs
Maintain a thorough understanding of IT Services' organisation and service offerings in order to identify how best to address end user technology needs and incidents.
Understand the Firm's business and organisation sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel.
Flexibility to travel when needed between offices.
Ensure that EY Security Compliance processes are adhered to.
Desktop/laptop installations and upgrades:
Installation of new PCs and laptops, including configuration and testing.
Hardware and system software replacements and upgrades on PCs.
Installation of application software.
Prior to installation ensure that all hardware and software is EY tested and approved for use on EY systems.
Provide ad hoc services such as networking of meeting rooms, and configuring PCs and setting up rooms for projects and other special business needs.
Experience / Knowledge:
Minimum 3 years of experience in end-user technology support.
Experience with supporting mobile applications, Windows 7, Lync and Outlook preferred.
Excellent written and verbal communication skills. Feel comfortable with presenting between a small to large audience.
Experience with supporting desktop technologies and applications (eg, SCCM, SharePoint, MS Office, smart phones/androids).
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 whilst 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.