Help Desk Analyst I (Cleveland,OH/ 2nd shift 3 p.m. to 12 a.m.)

Ernst & Young, a global leader in professional services, is committed to restoring the public’s trust in professional services firms and in the quality of financial reporting. Our 107,000 people in 140 countries pursue the highest levels of integrity, quality, and professionalism in providing a range of sophisticated services centered on auditing, accounting, tax, and transactions. We strive to help all of our people achieve both their professional and personal goals through an inclusive environment that values everyone's contributions, appreciates diversity of thought, fosters growth, and provides continuous opportunities for development. Recognized by organizations such as Fortune, Working Mother, and Training magazine, Ernst & Young continually strives to be a great place to work.
Job Description:
The Help Desk Analyst I provides technical guidance, assistance, coordination and follow-up on cutomer questions, problems or malfunctions of all software installed or maintained by the firm. This may include business specific application software and hardware. Responsibilities Under minimal supervision, respond to customers’ inquiries concerning support requests, systems status, and network connectivity. Resolve software incidents for proprietary software. Record incidents in an Incident Management System. Diagnose incidents through research and isolation Report problems with procedures and make suggestions for improvements. Document knowledge for self help (Tier 0), as well as Tier 1 & 2 Escalate to or consult with senior staff when a solution is unclear. Shift schedule: 3 p.m. to 12 a.m. (Sunday through Thursday)Ernst & Young LLP, an equal opportunity employer, values the diversity of our work force and the knowledge of our people.
REQUIREMENTS
Qualifications: To qualify, candidates must have: a bachelor's degree in Computer Science or a related discipline, or equivalent work experience approximately 1-4 years of experience in an Information Technology (IT) discipline good problem solving, communication, results oriented, team oriented and customer service skill