Junior IT Helpdesk Officer (m/f)

Job description

EY is a global professional services organization providing advisory, assurance, tax and transaction services. We are committed to doing our part in building a better working world for our people, our clients and our communities. And we are united by our shared values and a dedication to delivering exceptional client service.

 

We are currently looking to recruit an:

 

Junior IT Helpdesk Officer (m/f)

Job Summary:   
·  Provides ongoing support to internal users by phone, email or in front office
·  Finds solutions to problems with regards to IT applications
·  You are in charge of the IT infrastructure including set up, maintenance and problem solving related to laptops, printers, telephone and mobiles devices
·  Provides IT support for audio/video conference
·  Manages the asset management
·  Assets:
·  Service Now Ticketing management
·  MS-Office suite knowledge (Excel; Word, Power Point…)$
·  Assists with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)
·  Assists with provisioning and deprovisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees
·  Assists with (or coordinates) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents
·  Resolves 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, provides after-hours service for escalated issues from the Service Desk or supervisor
·  Performs asset management activities (procurement, receipt, inventory, tracking, distribution, etc) in accordance with firm policy and IT Service process
·  Assists with off-site support for firm sponsored functions/meetings
·  Performs asset management responsibilities as assigned by supervisor
·  Assists with IT tasks related to office moves, buildouts and relocations
·  Operates as “remote hands” for other IT functions, such as Telecommunications and Hosting
·  Maintains a thorough understanding of IT Services’ organization and service offerings in order to identify how best to address end user technology needs and incidents
·  Understands the Firm’s business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel
 

Your profile:

·  You have 1 to 3 years of similar experience
·  You hold a university degree or similar in IT
·  You are fluent in English & French - German is an asset
·  You demonstrate a good understanding of IT communication systems: mail, internet and collaboration platform
·  You have a proven knowledge of security set up: firewall, antivirus, VPN, Microsoft certificates, encryptions…
·  You possess some knowledge of IT Deployment tools (SCCM)
·  You are stress resilience, flexible, team spirit and detail oriented
·  You are curious, multi-skilled, autonomous and passionate for IT and self-learner
·  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 are limited to addressing a single end-user issue; need to be able to prioritize incidents being worked on and communicate those priorities to end users as necessary 

This role receives direct oversight from a supervisor, with regular (at least daily, but more frequently for new hires) contact to monitor and assign activities.

·  Excellent communication, interpersonal, organizational, and time management skills
·  Excellent customer service attitude
·  Ability to work effectively with all levels of end users and IT personnel