Generalist

Job description

Description:

This role provides general support for an EY Portal offered to Clients globally across the operations spectrum. The role will be shift based and will work on handling support queries through multiple channels such as phone and email. The role will report to a product lead and indirectly report to a shift lead. They will be required to gain a broad knowledge of all of the applications that they support and should also be able to identify when a query needs to be escalated to a specialist team or IT development team.

Responsibilities


· 
Dealing with all queries within SLA, via Phone and Email

· 
Escalate site outages

· 
Proactively identify ways to improve the operational support model

· 
Logging queries and updating them in the relevant work systems in a timely manner

· 
Prompt follow-ups on requests

· 
Project support as required

· 
Self-driven to test and research issues with a passion to troubleshoot and fix issues

· 
Troubleshooting skills to identify issues within the system