Provide professional and skilled technical services and support to internal clients. Interact daily with clients through a variety of channels including incoming telephone calls, e-mails, chats, and self-service tickets. Accountable for meeting established service level agreements and maintaining the appropriate level of communication with the client and other IS staff. Provide after-hours coverage on a rotational basis. Availability during non-business hours may be required. Responsibilities include logging and tracking incidents through resolution.
Provide first level support of all inbound calls and e-mails.
Accurate logging, ticketing and tracking on all calls and e-mails.
Provide accurate, timely and professional resolution on all supported issues.
Provide timely and professional follow-up on all calls and e-mails.
Accurate escalation of tickets per department procedures.
Efficient and accurate resolution on all assigned tickets.
Timely and accurate completion of all assigned duties.
Assist with other assigned tasks within the department.
Your Journey at Crowe Starts Here:
At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues. Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a “Best Place to Work.” We are 75 years strong and still growing. Come grow with us!
Skill sets required include:
Fundamental knowledge of all Microsoft applications and various hardware technologies
Strong technical, analytical, communication and customer service skills
Ability to define and direct coordinated processes to provide high quality systems, communication infrastructure, and technology support to the enterprise
Strong understanding of all MS Server OS technologies used by Crowe and troubleshooting processes
Degree in CIS/MIS or related field experience is preferred.
3-5 years previous related experience required.
Customer service training/experience with relevant certifications is highly desirable.
Strong technical, analytical, communication and customer service skills.
Ability to utilize coordinated processes to provide high quality systems, infrastructure, and technology support to the enterprise.
General understanding of technologies and troubleshooting processes.
Ability to work on Saturdays on a rotational basis; roughly four per year.
ABOUT THE TEAM:
Information Services (IS): Information Services manages the firm's infrastructure design and security, project management office, architecture, enterprise application services, client service and infrastructure and administration.
At Crowe, we know that great people is what makes a great firm. We value our people and offer employees a comprehensive benefits package.
Learn more about what working at Crowe can mean for you.
HOW YOU CAN GROW:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations.
Learn more about where talent can prosper.
MORE ABOUT CROWE:
Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.