EY Knowledge Team was set up in our Shared Services Centre - EY Global Services (Poland) Sp. z o.o. in June 2014. This is a global team of professionals dedicated to providing world-class insights and information, and helping EY to harness the collective intelligence.

Currently the center is seeking candidates for the position:

Knowledge Help Consultant with French and/or Italian

Knowledge Helpdesk role is key in helping EY professionals navigate our tools and resources, and resolve issues efficiently. Working with the EY Knowledge team, this role performs knowledge help; responds to requests and inquiries via the helpdesk and other customer channels, effectively referring requests to EY Knowledge professionals; coaches customers on the self-service use of knowledge tools; and assists them in identifying resources to address their requests. This role also participates in awareness and learning projects as required.

Essential function of the Job:

• Reinforces and promotes the self-service approach in alignment with the Awareness & Learning team
• Discusses with customers their knowledge needs, discerns requirements, provides effective coaching and context, and sets expectations
• Seeks to continuously improve helpdesk procedures and guidelines
• Adheres to service levels, policies and standards related to the knowledge helpdesk function
• Helps identify helpdesk trends and usage to address future strategic projects and activities within the knowledge organization
• Works collaboratively with IT to locally manage technical vs. knowledge enquiries to ensure quality customer service through the seamless transition of enquiries and reduced duplication
• Through established escalation paths, triages non-self-service requests and effectively reassigns them to the appropriate knowledge specialist
• Builds and maintains productive, collaborative relationships, e.g., other helpdesks
• Has a good understanding of product and service portfolio
• Participates in the design and delivery of Awareness & Learning programs to support the deployment of community and enterprise-wide knowledge tools and services
• Takes direction from multiple functions, including Awareness & Learning

Analytical/Decision Making Responsibilities:

• Must be able to judge the difference between self-service and non-self-service requests
• Able to multitask and manage competing priorities to deliver quality work every time
• Adapts to constantly changing work requirements while assimilating new information, analyzing it and effectively applying it
• Takes initiative and is proactive in a fast-paced and highly challenging environment
• Quickly defines problems, collects input, conducts assessments, draws conclusions and problem solves
• Experience in dealing with conflict
• Is proactive in identifying efficiencies and process improvements

Requirements:

• Strong English and French and/or Italian communication skills (both verbal and written)
• Possesses a customer-service attitude and strong interpersonal skills
• Experience in external knowledge tools (e.g. Dow Jones Factiva, Thomson Reuters products) will be an asset
• Completes a variety of tasks necessary to ensure the job gets done
• Good verbal, written, presentation and communications skills
• Able to effectively complete multiple tasks in a fast-paced environment
• Strong problem-solving skills
• Experience with online research databases and websites, business information tools and corporate intranets
• Able to learn tools and functionality quickly
• Any other foreign language will be an asset

We offer you:

• Work in a young, dynamic global teams
• Development opportunities in international multilingual environment
• Attractive social package
• Projects that will challenge your skills