Our collective blend of expertise and experience makes PwC a great place to work. PwC Ireland welcomes top talent from all backgrounds to join us at the start of what will be your lifelong journey of development and discovery. Let's see where your talent could take you.OverviewLine of Service: Internal Firm ServicesIndustry/Sector: Not ApplicableSpecialism: IFS - Information Technology (IT)Management Level: SpecialistRole DescriptionThe IT Service Desk, within the Customer Tech Support team, is a centralised first point of contact for people with IT issues. CTS aims to provide excellent service in a friendly and efficient manner. This role provides 1st level support for the firm’s hardware and software products, using a call management system to manage throughput, meet call targets and effectively utilise call escalation processes.ResponsibilitiesTroubleshooting end user issues over the phoneUsing support tools to manage and track callsManaging email, voicemail, chat and self-service callsManaging incidents to resolutionMeeting call targets and quality standardsManaging customers effectivelyManaging call referrals and escalationsLearning and supporting new/upgraded software/hardwareDeveloping cross team relationshipsDeveloping End user documentationCompleting other User Support activities and any other reasonable tasks requested by managementOvertime is required from time to timeExperience and SkillsMinimum 2-3 years experience in an IT Support roleFluent English (verbal and written)Excellent communication and interpersonal skillsStrong analytical/troubleshooting capabilitiesDemonstrates reliability, flexibility and professionalismAbility to multi-task and respond to changing prioritiesAbility to refer and escalate issues using initiative and discretionConsistent and accurate approachEffectively plans and prioritises workload to consistently meet deadlinesTechnical KnowledgeIn-depth knowledge of the firm’s operating system and application software including:Microsoft 365 (Teams, Outlook, SharePoint, OneDrive, etc.)Windows 11, MS OfficeMulti Factor Authentication (MFA)IntuneAnti-virus & Anti-Spyware softwareVPNActive Directory user administrationCisco Call Manager & Cisco Unity administrationWireless connectivity supportLAN: Microsoft Active Directory NetworkingHardware KnowledgeWorkstations (laptops and desktops)Mobile & Smartphone devicesPrinters/Scanners/Faxes (MFDs)IP TelephonyPeripherals (keyboards, mice, monitors, docking stations)Support ToolsRemote support toolsCall management system including self-service (ServiceNow experience desirable but not essential)Phone, voicemail, email and chatEducationDegrees/Field of Study required: Degrees/Field of Study preferredCertificationsCertifications: Not specifiedOtherKnowledge of the Firm’s hardware and systems is expected in the role. Available for work visa sponsorship? Government clearance required? Travel requirements? These details are not specified in this posting.PwC Ireland is committed to creating an environment that promotes equality and dignity at work. Working together in an inclusive environment enables us to harness the collective and complementary skills, knowledge, background, and networks of our people.Job ID: 662089WDLocation: DublinLine of Service: Internal Firm ServicesRecruitment team, PwC Ireland (Republic of)We unite expertise and tech so you can outthink, outpace and outperform
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