Job Vacancies at Ernst & Young Global Limited (EY)

The opportunity

• As part of Enterprise Technology, the On-site Technology Support’s mission is to help our customers fulfil their purposes and contribute to building a better working world by providing a fit for purpose support service.
• The On-site Technology Support Specialist provides this support to customers within the country or site by performing multiple technology support activities. This professional demonstrates ability to prioritize tasks, working with multiple software and hardware technologies, in a fast-paced environment.

Your key responsibilities

• Facilitate and support the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware).
• Facilitate and support the provisioning and deprovisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees.
• Assist with (or coordinate) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents.
• Resolve 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, provide after-hours service for escalated issues and tasks from the Service Desk or supervisor.
• Perform asset management activities (procurement, receipt, inventory, tracking, distribution, etc.) as assigned and in accordance with firm policy and EY Technology process.
• Assist with off-site technology support for firm sponsored functions/meetings.
• Assist with IT tasks related to office moves, buildouts and relocations.
• Work effectively as “remote hands” for other EY Technology functions, such as Telecommunications and Hosting.
• Maintain a thorough understanding of EY Technology’s organization and service offerings in order to identify how best to address end user technology needs and incidents.
• Understand the Firm’s business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel
• The role receives direct oversight from a supervisor with regular contact to assign and monitor activities

Skills and attributes for success

• Effective 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 generally limited to addressing a single end-user issue; ability to be able to prioritize incidents being worked on and communicate those priorities to end users as necessary.

To qualify for the role you must have

• Excellent communication, interpersonal, organizational, and time management skills.
• Excellent customer service attitude.
• Ability to liaise and work effectively with all levels of end users and IT personnel.
• Ability to communicate effectively with supervisor and peers.
• Approximately 2-4 years of experience in end user technology support

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Key Responsibilities
Relationship management

• Act as an ambassador and first point of contact for allocated Partners
• Develop and maintain internal and external networks, building knowledge of key client handling teams and issues in order to effectively identify and communicate priorities.
• Build strong relationships with clients and their PA’s identifying opportunities to enhance EY’s reputation.

Diary and meeting management

• Provide comprehensive diary management in consultation with your Partners.
• Proactively monitor meeting attendance, taking ownership to ensure enquiries and issues are appropriately delegated and resolved effectively.
• Facilitate all logistical arrangements and ensure all documentation is prepared in advance of meetings – with oversight from a Manager/Advance Intermediate PA/Partner

Travel management

• Proactive itinerary planning, researching and considering reasonable alternative cost effective travel, to include assistance with visas.
• Maximise cost reduction opportunities, utilising preferred travel provider in line with travel and expenses policy.

Communication management

• Manage communications, monitor emails, post and calls taking appropriate action, escalating or delegating accordingly.

Events management

• Project manage events that only require internal bookings of rooms, catering and attendance management.
• Ensuring compliance with policies and approved budgets.
• Work with facilities to confirm logistical arrangements and attend events as required, proactively ensuring relevant documentation is available at the event as approved by the Partner/Manager.
• Manage budget in consultation with the Partner/Manager.

Time and expense management

• Prepare and submit timesheets.
• Collate and process expenses and invoices ensuring compliance with policy and approval process.
• Reconcile credit card/bank statements with receipts as appropriate.

General administrative and project support

• Delegate meetings, events, travel, accommodation and ad hoc tasks
• Maintain client contact and relationship databases.
• Provide ad hoc project support.
  • Loading external training CPD hours
  • Mercury S2P support
  • Stationery maintenance
• Meet and greet visitors to EY offices.
• Provide cover for colleagues during absences as appropriate.

Experience and skills required

• Experience in a corporate professional services environment is preferred.
• The confidence to engage with senior/high profile contacts and clients and their teams.
• Attention to detail and ownership for the delivery of high quality work.
• Ability to build relationships across diverse teams both locally and globally.
• Ability to work as part of a team, ensuring seamless service to the firm and clients.
• Confident approach to administration and agile to different Partner expectations
• The ability to plan ahead and anticipate potential problems.
• Strong organisational skills with ability to prioritise a busy and often conflicting workload.
• A flexible and professional approach, remaining calm under pressure.
• Knowledge of time zones and best means of travel between multinational locations.
• Broad knowledge of Microsoft Office packages.

What we look for:

• We are looking for a trusted business advisor who appreciates a collaborative culture by nurturing team members through mentoring and coaching, knowledge sharing and adapting relevant ideas from previous projects or experiences. We are interested in a specialist with a strong commitment to professional and client service excellence who comes from a consulting background and exudes strong communication, presentation and influencing skills