EY GDS - Knowledge Help Advisor in All, Philippines

Title: GDS - Knowledge Help Advisor

Location: PH-All-Pasig City

Job Number: PAS0000M

Job Summary

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

Other notes:

  •  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