Requisition Id: 1756099
As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom. At EY, we don't just focus on who you are now, but who you can become. We believe that it’s your career and ‘It’s yours to build’ which means potential here is limitless and we'll provide you with motivating and fulfilling experiences throughout your career to help you on the path to becoming your best professional self.
The opportunity : Executive-Operations-Operations-CBS - ITS - Unified Support Services - MF Specific - Pune
Operations : No Data Available
CBS - ITS - Unified Support Services - MF Specific :
Our enablement functions help everyone at EY operate more efficiently. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Admin, Brand, Marketing and Communications, Quality and Risk Management.
With so many offerings, you have the opportunity to develop your career through a broad scope of engagements, mentoring and formal learning. We aim to develop outstanding leaders who team to deliver on our promises to all of our stakeholders, besides playing a critical role in building a better working world for our people, clients and communities.
Your key responsibilities
Technical Excellence - End-user support
- Provide L1/L2 support for laptops, operating systems, standard workplace applications, peripherals, connectivity, printing, collaboration tools, and user access issues
- Receive, log, categorise, prioritise, trouble-shoot, and resolve incidents and service requests within agreed service expectations
- Provide hands-on and remote support, communicate progress clearly, and confirm resolution with users before closure
- Identify recurring issues, apply documented fixes, and escalate complex, security-related, or infrastructure issues to the appropriate support team Laptop configuration and lifecycle support
- Configure, image, update, and prepare laptops in line with approved build standards and security requirements.
- Support laptop allocation, issue, replacement, swap, return, refresh, and decommissioning activities.
- Install authorised software, apply standard settings, validate device readiness, and complete handover checks with users.
- Coordinate warranty support, repair, and vendor follow-up where required. Asset and inventory management
- Maintain complete and accurate laptop inventory records, including asset details, assigned user, location, device status, issue and return dates, and custody history.
- Perform periodic physical verification and reconcile inventory records against devices held, issued, under repair, returned, or retired.
- Maintain supporting documentation for device movement and user acknowledgement, and promptly report discrepancies.
- Ensure devices and accessories are stored, handled, and transferred in accordance with applicable asset-control and information-security procedures. Service operations and reporting
- Maintain clear ticket notes, troubleshooting steps, resolutions, asset updates, and supporting records.
- Contribute to knowledge articles, standard operating procedures, checklists, and frequently asked questions.
- Provide basic operational updates on ticket volumes, ageing items, recurring issues, inventory status, and open dependencies.
- Support onboarding, offboarding, office moves, planned technology activities, and business events as required. Skills and capabilities
- Practical troubleshooting knowledge across laptops, common operating systems, productivity applications, peripherals, network connectivity, and collaboration tools.
- Working knowledge of device configuration, software installation, patching, endpoint controls, and standard security practices.
- Experience using an IT service management or ticketing tool and following incident, request, escalation, and closure processes.
- Good understanding of IT asset inventory, device custody, reconciliation, and lifecycle documentation.
- Strong customer-service orientation with clear written and verbal communication.
- Ability to prioritise competing requests, work independently, follow defined processes, and maintain attention to detail.
- Ability to collaborate with users, internal technology teams, vendors, and other service partners. Experience and qualifications
- Relevant experience in a service desk, desktop support, field support, or end-user technology support role, including hands-on L1/L2 troubleshooting.
- Experience supporting laptop deployment, configuration, inventory, repair coordination, and user handover activities.
- A diploma or degree in information technology, computer science, or a related discipline is preferred; equivalent practical experience may be considered.
- Relevant technical or IT service management certifications are desirable. Service expectations
- Provide professional, timely, and user-focused support while protecting confidential and business information.
- Follow approved technology, information-security, access-control, asset-management, and data-handling procedures.
- Maintain accurate records and demonstrate clear ownership of tickets and assigned assets through to closure.
- Be available to provide on-site support and reasonable coverage aligned to business operating requirements, including planned support outside standard hours when agreed.
Skills and attributes
To qualify for the role you must have Qualification - Bachelor of Technology in Computer Science
- Bachelor of Computer Applications
- Bachelor of Engineering in Electrical
- Bachelor of Technology in Mechanical Engineering
Experience
- Technical Support (2+ years)
What we look for
People with the ability to work in a collaborative manner to provide services across multiple client departments while following the commercial and legal requirements. You will need a practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions. We look for people who are agile, curious, mindful, and able to sustain positive energy, while being adaptable and creative in their approach.
What we offer Fuelled by the brilliance of our people, EY has emerged as the strongest brand and the most attractive employer in our field, with market-leading growth over competitors. Our people work side-by-side with market-leading entrepreneurs, game-changers, disruptors, and visionaries. As an organization, we are investing more time, technology, and money than ever before in skills and learning for our people. At EY, you will have a personalized Career Journey and also the chance to tap into the resources of our career frameworks to better know about your roles, skills, and opportunities.
EY is equally committed to being an inclusive employer, and we strive to achieve the right balance for our people—enabling us to deliver excellent client service while allowing our people to build their careers as well as focus on their wellbeing.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Join us in shaping the future with confidence. Apply Now