EY GDS - Knowledge Help Advisor in All, Philippines
Title: GDS - Knowledge Help Advisor
Location: PH-All-Pasig City
Job Number: PAS0000M
The Knowledge Help Advisor is responsible for supporting our Level 1 diverse range of questions regarding both internal and external tools and Level 2 technical support to site owners of community-specific applications, primarily based on SharePoint, within EY's global intranet. The two primary roles are to analyze and respond to queries sent to the team's global mailbox during a defined shift and to participate in activities and projects to further operational effectiveness of the team. This position may also be suitable for a professional with either customer service helpdesk experience or an Information/Knowledge Management background, who wishes to pursue a new career that includes technical support.
Responds to and resolves, with minimum supervision, a variety of global intranet and application related queries received from site owners, end users and application managers
Supports the design, building, implementation and deployment of the support helpdesk's operational processes.
Maintain knowledge of range of products and services, and provide effective coaching on both internal tools and external knowledge tools may be required.
Triage queries appropriately and champion EYs knowledge sharing culture and self-service approach to knowledge.
Work collaboratively with IT to locally manage technical versus knowledge enquiries
Manage/participate in projects related to the deployment, promotion, training or support of knowledge tools/services or that improve our internal operations
Act as a global Product Advisor for one or more knowledge tools –acting as a subject matter expert for global team
Experience and skills needed:
Strong knowledge of web technologies with strong focus on SharePoint
Customer service skills and attitude
Interest in Knowledge management and helping EY staff interact and share knowledge
3 years or more relevant customer service experience
Experience with online research databases and websites, business information tools and corporate intranets is preferred
Lotus Notes Domino experience is preferred
Good verbal, written, presentation and communications skills specific experience developing or delivering training is preferred but not essential
Candidate must possess at least a Bachelor's/College Degree , any field
Required skill(s): SharePoint, Customer Service, Help Desk, Knowledge Management
One (1) full-time position available