Service Desk Analyst

Line of Service
Internal Firm Services

Industry/Sector
Not Applicable

Specialism
IFS - Information Technology (IT)

Management Level
Associate

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. Youll 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 team provides remote technical support and information technology updates to PwCs employees. Youll provide resolution to technical needs, recommend procedure modifications or improvements, and escalate unresolved technical issues to the appropriate party.

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.

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:

• Invite and give in the moment feedback in a constructive manner.
• Share and collaborate effectively with others.
• Identify and make suggestions for improvements when problems and/or opportunities arise.
• Handle, manipulate and analyse data and information responsibly.
• Follow risk management and compliance procedures.
• Keep up-to-date with developments in area of specialism.
• Communicate confidently in a clear, concise and articulate manner - verbally and in the materials I produce.
• Build and maintain an internal and external network.
• Seek opportunities to learn about how PwC works as a global network of firms.
• Uphold the firm's code of ethics and business conduct.

JOB PURPOSE

Primary focus is to provide 1st and 2nd line technical support in a First and Single Point of Contact situation, including user administration, incident and request analysis, escalation and resolution, communication of incidents, problems and other events to relevant process owners, analysts or customers according to process and procedures, in order to achieve SLAs and high levels of customer satisfaction.

PRINCIPAL ACCOUNTABILITIES

• Ensure Service Desk Phone and Messaging system is attended to in a timely manner


• Logging Incidents/Requests via our ITSM application providing accurate resolution as required.


• Resolve 1st and 2nd Line support issues in accordance with SLA's

• Acting as a point of escalation for support queries from more junior Service Desk Analysts which are beyond their technical capability.


• Identify and take part in initiatives to improve the quality and effectiveness of the Service Desk.


• Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT Services, and help develop the knowledge and skills of others in the IT Services team.


• Ensure the Service Desk delivers a professional and consistent level of service that provides resolutions within agreed deadlines.


• Identify problem trends to management and possible actions to assist with process improvement.


• Promote an environment where the business receives outstanding client service.


• Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT.


• Assist with implementation of policies and procedures.


• Ensure that assigned IT service incidents are managed effectively and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.


• Undertake service analysis, proactive service monitoring or project activities as assigned.


• Identify repeat incidents and contribute to provision of comprehensive Known Error Records and Solutions articles as support tools for other Service Desk staff


• Available as per the afterhours support schedule.

MINIMUM QUALIFICATIONS

• Comptia A+ / N+ / - Essential


• MCSE / MCSA / MCP or other MS Essential


• Service Desk Foundation - Preferred

EXPERIENCE

• Min 4 years relevant experience including windows OS, MS Office and Lotus Notes support


• Experience in call logging systems

KEY KNOWLEDGE & SKILLS

• Strong technical knowledge and analytical skills.


• Clear, courteous telephone manner and ability to communicate with all levels of staff.


• Excellent written and verbal communication skills.


• Attention to detail.


• Experience of consistent, accurate and detailed record keeping.


• Ability to prioritise tasks with different levels of impact and urgency.


• Self-motivated and able to work unsupervised.


• Natural team player with desire to encourage interaction


• Ability to work as a team or with own initiative where appropriate.


• This position requires the ability to support customers via email, phone or chat.


• Analysts are expected work independently, accurately troubleshoot, diagnose, and resolve customer issues or requests

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements
Up to 20%

Available for Work Visa Sponsorship?
No

Government Clearance Required?
Yes

Job Posting End Date
February 3, 2024