IT Service Desk Specialist
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.
Thorough understanding of the My EY admin portal and different logs that are captured
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