Offers “Ernst & Young”

21 days agoErnst & Young

Helpdesk Coordinator - US Pursuit Resource Center

  • Kochi (Ernākulam)
  • Teaching

Job description

The Pursuit self-help model provides practitioners easy access to a curated library of recent pursuit materials, leading practice tools and guidance, and helpdesk support. Critical to the success of this model, the Pursuit self-help coordinators will (1) collect and curate recent content, (2) proactively manage the portal to provide a great user experience and (3) provide navigation support and advice on  leading practice, The Pursuit self-help coordinators aid the pursuit process, improve the quality of pursuit deliverables, and ultimately increase win rate. 

Essential Functions of the Job:

·  Pursuit enablement
·  Manage requests for support related to content, tools and best practice to successful resolution 
·  Connect with Subject Matter Resources from other parts of the firm to support more complex queries and requests
·  Self-help content
·  Manage the ongoing update of pursuit content in the Self-help library and ensure the user portal is up-to-date and aligns with the latest campaigns and priorities
·  Execute the curation, tagging and adaptation of materials contributed by SMRs 
·  Administration
·  Administration and maintenance of Self-help site, sanitizing and tagging of pursuit/proposal materials, archiving outdated materials
·  Responsible for maintaining teamwork 
·  Coordinate support services, as required

Analytical/Decision Making Responsibilities: 

·  Effectively handle routine tasks including follow-up and respond appropriately to unexpected situations, communicating the concerns to Pursuit self-help Manager and/or Supervisor as and when required
·  Strong analytical skills and the ability to meet tight deadlines which are essential for a fast-paced environment
·  Demonstrate best work practices within department and among other teams
·  Exhibit innovative thinking and flexible approach while managing out-of-scope requests
·  Demonstrates excellent customer service skills including telephone, MS Teams and e-mail support

Supervision Responsibilities:

·  This role has no supervisory responsibilities and no direct reports.

Knowledge and Skills Requirements:


·  Excellent written and oral communication skills in English 
·  Prior experience in pursuits/pre-sales/bid management, proposal development, project management
·  Commitment to providing exceptional client service and highest quality support
·  Expertise in MS Office, specifically in PowerPoint, Word, Excel and Outlook
·  Team player able to build collaborative relationships with peers and stakeholders
·  Strong attention to detail, 
·  Ability to work under pressure
·  Ability to adapt to flexible engagement models, working hours, work environments and locations
·  Self-starter and fast learner able to work with minimal supervision
·  Enquiring mindset and desire to continuously improve tools and processes 


·  SharePoint skills 
·  Marketing communications, editorial/proof-reading skills
·  Excellent project management and time management skills

Other Requirements:

·  From time to time, internal and external obligations may require working after normal business hours.     

Job Requirements:

·  Education:
·  MBA (International Business/ Marketing) 

Experience :

·  3 - 7 years of related experience in bid management/pursuits and proposal development 
·  Experience in a large Global organization preferred (professional services – highly desirable)

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