Job Description: CX Associate
Department: Information Technology
Customer Experience Associate
Summary: The CX Associate plays a crucial frontline role in supporting Grant Thornton employees in a high-demand, hybrid environment. The goal is to ensure near 100% laptop uptime and deliver responsive, high-quality technical support. The CX Associate provides both hands-on and remote assistance, initiates the Customer Experience journey, and helps maintain seamless IT operations. This role also includes responsibilities typically aligned with IT administrationensuring compliance with IT policies, system standards, and contributing to IT-related reporting and business-IT communication.
Essential Job Functions:
- Handling tickets from ServiceNow: 35% - The primary focus of this role is to manage and resolve tickets from our ticketing system, ServiceNow.
- Troubleshooting issues in a Windows 10, Office 365, and SharePoint environment: 12% - Diagnose and resolve technical issues related to these platforms.
- Providing enhanced IT customer support for assigned offices, including in-office walk-ups: 10% - Offer hands-on and remote support to ensure a positive customer experience.
- Utilizing remote support tools for dispatch offices: 8% - Support offices where a technician is not always on-site using remote tools.
- Weekly maintenance of on-site printers, access points, conference room technology, MDF closets, and phone equipment: 5% - Perform regular maintenance to ensure all equipment is functioning properly.
- Participating in MIM calls for their offices of support: 5% - Assist with gathering information, troubleshooting, and testing solutions during Major Incident Management calls.
- Ensuring tickets and asset management system are properly updated: 5% - Keep records accurate and up to date.
- Assisting with events in offices or conferences: 4% - Provide support during office events or conferences.
- Providing on-site support for client meetings: 3% - Offer technical assistance during client meetings.
- Maintenance of on-site IT space and routinely monitoring inventory stock: 2% - Ensure the IT space is well-maintained, and inventory is monitored.
- IT Administration and Reporting: 6% - Ensure compliance with IT policies, procedures, and security standards. Coordinate and prepare IT reports by gathering, analyzing, and summarizing data.
- IT-Business Collaboration Support: 5% - Assist in IT discussions between business and/or IT stakeholders and vendors, ensuring clear communication.
- Other duties as assigned.
Basic Qualifications:
- Bachelor's degree in IT, Computer Science, Information Systems, or a related field, or equivalent combination of education and experience.
- Strong foundation in desktop support, hardware troubleshooting, and hybrid work environment support.
- Prior experience with end user services, information technology or related field.
- 1 to 3 years of experience in field service support working with technology industry
Other Qualifications:
- Strong knowledge of Windows Operating systems
- Strong Knowledge of Office products
- Accountable, organized, and adaptable
- Strong interpersonal communication and collaboration
- Knowledge of Remedy or ServiceNow ticket systems
- Established laptop hardware experience
- Understanding of mobile devices calendar and mail support for iOS and Android
- Basic analytical and problem-solving skills
- Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology
- Ability to work independently but also in a team environment
