Tech Central Desk

As a Specialist I, End User Support Analyst within EY's Technology Consulting team in Hyderabad, India, you will provide intermediate-level technical support for desktop computing environments. Your role will be crucial in enhancing IT infrastructure efficiency and guiding users to optimize system usage. You will be instrumental in resolving end-user technical issues, ensuring seamless operations, and contributing to the overall productivity of our workforce.

Key Responsibilities:

• Deliver intermediate technical support for end-user issues, including implementation, configuration, control, maintenance, troubleshooting, security, and usage monitoring.
• Resolve moderately complex technical troubleshooting issues to maintain end-user productivity.
• Consult with clients and stakeholders on potential technical issues that may impact productivity.
• Develop and maintain knowledge base articles, procedures, and training materials for support areas and teams.
• Maintain accurate data inventory of end-user issues within the tracking system, adhering to policies and standards.
• Address and resolve issues escalated by less experienced team members, and appropriately escalate unresolved issues based on severity.
• Comply with Information Technology and Information Security policies and procedures.
• Participate in special projects and perform other assigned duties.
• Evaluate existing hardware and software systems, recommending enhancements for improved performance, efficiency, and alignment with organizational needs.
• Assist in testing and deploying new hardware and software to ensure proper functionality across user environments.
• Document and monitor support incidents and their resolutions for continuity and traceability of IT operations.
• Educate users on common troubleshooting practices and software usage to reduce recurring issues.

Skills and Attributes for Success:

• Strong analytical, communication, and interpersonal skills; a dedicated team player.
• A proactive approach to learning about new technologies.
• A confident and engaging personality, capable of becoming a trusted advisor to stakeholders.

Qualifications:

• Minimum of 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.
• Proficiency in troubleshooting methodologies, hardware/software diagnostics, and issue resolution.
• Experience 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:

• Excellent verbal and written communication, facilitation, relationship-building, presentation, and negotiation skills.
• High degree of flexibility, adaptability, and creativity.
• Comfort interacting with senior executives, both within EY and at client organizations.

What we look for:

• Exceptional teamwork, strong work ethic, a product-oriented mindset, client centricity, and an unwavering commitment to EY values.

About EY in Hyderabad:

EY is a global leader in assurance, tax, transaction, and advisory services. In Hyderabad, we leverage our expertise and technology to build a better working world. We offer a dynamic environment that fosters learning, growth, and innovation, providing you with the training, opportunities, and creative freedom to make a significant impact.