EY Tech Central Desk-TechEnable7-P1-Hyderabad 

India, Telangana, Hyderabad 

867507924

Requisition Id : 1624621

Information Security (Info Sec) -

The End User Support Analyst, Specialist role provides intermediate level end user technical support in a desktop computing environment.The role also involves improving IT infrastructure efficiency and guiding users in optimal system usage.

Your key responsibilities

• Provides intermediate level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
• Resolves moderately complex technical troubleshooting issues to ensure end user productivity.
• Provides consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity.
• Creates and maintains knowledge-based articles, procedures, and training for support areas and crew.
• Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.
• Resolves issues elevated from crew with less experience. Determines severity of unresolved issues and escalates issues accordingly.
• Learns and complies with Information Technology and Information Security policies and procedures.
• Participates in special projects and performs other duties as assigned.
• Evaluates existing hardware and software systems and recommends enhancements to improve performance, efficiency, and alignment with organizational needs.
• Assists in testing and deployment of new hardware/software to ensure proper functionality across user environments.
• Documents and monitors support incidents and resolutions to ensure continuity and traceability of IT operations.
• Educates users on common troubleshooting practices and software usage to build awareness and reduce recurring issues.

Skills and attributes for success

• A team player with strong analytical, communication and interpersonal skills
• Constantly updating yourself about new technologies in the market
• A winning personality and the ability to become a trusted advisor to the stakeholders

To qualify for the role, you must have

• Minimum 3 years of experience in technical support or end-user IT services, with at least 1 year in a direct support role.
• Bachelor’s degree (B.E./B.Tech) in Computer Science, Information Technology, or a related discipline, or equivalent training and experience.
• Strong knowledge of troubleshooting methodologies, hardware/software diagnostics, and issue resolution.
• Experience in working with support tracking systems and documentation processes.
• Familiarity with enterprise IT environments including Windows, Microsoft Office Suite, endpoint security tools, and mobile device management.

Ideally, you’ll also have

• Strong verbal and written communication, facilitation, relationship-building, presentation and negotiation skills.
• Be highly flexible, adaptable, and creative.
• Comfortable interacting with senior executives (within the firm and at the client)

What we look for

• Strong teamwork, work ethic, product mindset, client centricity and a relentless commitment to EY values.

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build aetter working world. That starts with a culture that believes in giving you the training, opportunities andfreedom to make things better.Whenever you join, however long you stay, the