IT Service Desk Specialist with German
Wrocław, DS, PL, -
1 min. temu

IT Service Desk Specialist

The opportunity

This role provides general level 1 support for Canvas Client Portal. The role will handle support queries through multiple channels such as phone, email and livechat.

The generalist role will report to a Supervising associate. Generalists will be required to gain a broad knowledge of Canvas and should also be able to identify when a query needs to be escalated to the next level.

Your key responsibilities


  • Deal with all Level 1 queries for Canvas Client Portal within SLA, using Phones, Email and livechat
  • Escalate level 2 issues to the next level with all relevant documentation and troubleshooting.
  • Proactively identify ways to improve the operational support model and work with the lead to implement these.
  • Enrolment

  • Thorough understanding of the My EY admin portal and different logs that are captured
  • Ticket management

  • Ability to document technical issues thoroughly via ServiceNow
  • Allocate accurate impact / urgency on tickets
  • Identify outage situations and highlight to leads / stakeholders as needed
  • Skills and attributes for success

  • Excellent customer service skills
  • Good communication skills with the ability to professionally communicate at all levels of the organization
  • Excellent written and verbal communication in German language.
  • Good written and verbal communication in English.
  • Eye for detail and ability
  • Zgłoś tę pracę

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