Information Technology Service Desk Associate at PricewaterhouseCoopers (PwC)

Job Description & Summary

• A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients.
• You’ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.
• Our Operations Support team monitors the overall quality of our service. As a part of the team, you’ll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.
• To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level.
• To help us achieve this we have the PwC Professional; our global leadership development framework.
• It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

Responsibilities
As an Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Proactively checking the ServiceNow portal for new tickets and allocating tickets to the appropriate support groups and assignees.
• Take sole ownership of all assigned tasks and operations at the Service Desk.
• Ensure all tickets are logged and resolved before close of business and cases of escalations must be properly documented.
• Proper understanding and navigation of the portal for incidents and service requests raised on the ServiceNow portal.
• Manage the phone lines and ensure users are responded to courteously.
• Interface with users physically, via remote assistance or telephone on IT related issues and help resolve quickly with at least 90% first call resolution.
• Keep customers informed of progress of their tickets and problems that cannot be resolved on first call.
• User Desktop and Application Support skills. For example, resolve basic issues around applications installed on users’ machines.
• Reach out to users to get their confirmation that their requests have been satisfactorily resolved; mark the ticket resolved and request they fill the customer satisfaction form they receive upon marking the ticket resolved.
• Escalate and liaise with 2nd and 3rd level support for issues they are unable to resolve.
• Document resolution to known issues in the knowledge database.
• Send daily and weekly report to the Systems Manager and IT Country head on the Helpdesk activities in a timely manner to support the unit’s overall report.
• Analyze call logs in order to spot common trends and underlying root cause.
• Perform password resets on the Active Directory and accounts creation on the printer and other platforms.
• Coordinate and provide guidance to interns on tasks assigned.

Requirements
Education:

• B.Sc in Computer Science or related field with at least a Minimum of Second Class Division.

Minimum years experience required:

• 2 years in a similar role.

Preferred skills:

• Proven experience in Helpdesk support or Customer support.
• Must be articulate and have excellent verbal and written communication skills.
• Tech savvy with working knowledge of laptops, general office applications like Microsoft Office tools.
• Analytical and troubleshooting skills with the ability to think outside the box.
• Must possess logical thinking skill.
• Courteous, customer-oriented and cool-tempered.
• Must possess ability to work with a team.
• Must be flexible and willing to work long hours.

Available for Work Visa Sponsorship?

• No.

Government Clearance Required?

• No.