You will provide application support to McKinsey consultants and external clients.
As such, you will also be responsible for technical and functional troubleshooting of applications. Furthermore, you will assist in access provisioning, user management and ticket management.
You are expected to deliver high quality IT support in a client-first oriented work environment by providing the best possible service and experience for the customer, while also applying the necessary attention to detail throughout the troubleshooting process, communicates effectively with all parties involved and manages time efficiently in a fast-paced environment.
You will troubleshoot and resolve technical and functional issues involving these applications for McKinsey users and clients via email and over the phone while adhering to internal processes and McKinsey quality standards
Additionally, you will need to investigate problems and identify solutions in an efficient, creative and timely manner by utilizing available search tools, synthetizing information coming from different sources and providing the best possible answer to McKinsey clients.
You will be responsible of escalating, second / third level technical issues to the appropriate teams and follow-up on the results.
Your contribution to the improvement of the service line by identifying strategies to help reduce / resolve occurrence of issues is also a key responsibility in the role.