C3 India Delivery Centre LLP- IT Service Associate
About the job
Your Journey at Crowe Starts Here:
At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you’re trusted to deliver results and make an impact. We welcome you for who you are, care about your well-being, and support your career growth. Everyone has equitable access to opportunities for career advancement and leadership development. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That’s why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.
Job Description:
Candidate will provide end-user and administrative support to internal and external clients for applications/systems used by Crowe employees and customers. Uses Knowledge Base articles to assist end users with resolving issues. Provides feedback related to knowledge-based article content and applicability. Works closely with the IT Troubleshooting and Solutions teams to communicate unresolved issues as reported by the end users.
Responsibilities:
- Triage tickets and calls
- Properly identify and categorize.
- Verify an accurate short description.
- Create Incidents when appropriate.
- Relate if the Problem number applies.
- Utilize knowledge articles for accurate support.
- Creates and updates knowledge base articles
- Follow up with clients for additional information.
- Identify new Knowledge opportunities.
- Provide feedback and suggestions on the Knowledge for clarity as needed.
- Verify that all information required for escalation is provided
- Follow defined escalation paths for groups and applications.
- Escalate incidents to Troubleshooting as needed.
- Available for support during non-business hours as required, especially during busy seasons
- Provides training to other Staff when necessary
- Meets established service level agreements
- Adheres to Firm security processes and procedures
- Should be comfortable working on the Night shift
- Providing technical support and assistance to end-users, resolving hardware, software, and network-related issues promptly and effectively
- Troubleshooting and diagnosing IT problems, identifying root causes, and implementing solutions to minimize downtime and disruptions
- Installing, configuring, and maintaining computer systems, software, and peripherals to ensure optimal performance and security
- Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices
- Managing user accounts and access permissions, ensuring data security and compliance with company policies
We expect the candidate to uphold Crowe’s values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.
Our Benefits:
At Crowe, we know that great people are what make 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, who will guide you in your career goals and aspirations. Learn more about where talent can prosper!
More about Crowe:
C3 India Delivery Centre LLP, formerly known as Crowe Howarth IT Services LLP, is a wholly owned subsidiary of Crowe LLP (U.S.A.), a public accounting, consulting, and technology firm with offices around the world. Crowe LLP is an independent member firm of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory firms in more than 130 countries around the world.
Crowe does not accept unsolicited candidates, referrals, or resumes from any staffing agency, recruiting service, sourcing entity, or any other third-party paid service at any time. Any referrals, resumes, or candidates submitted to Crowe, or any employee or owner of Crowe, without a pre-existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.