Job Role Summary
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This is an exciting opportunity to work as a Service Desk Specialist in our organization. In this role, you will be the first point of contact for people with IT issues and will provide excellent service in a friendly and efficient manner.
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The successful candidate will have a strong analytical/troubleshooting capability and will be able to effectively plan and prioritize their workload to consistently meet deadlines.
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The role involves troubleshooting end-user issues over the phone, using support tools to manage and track calls, and managing email, voicemail, chat, and self-service calls.
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You will also be responsible for managing incidents to resolution, meeting call targets and quality standards, and managing customers effectively.
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In addition, you will learn and support new/upgraded software/hardware, develop cross-team relationships, and complete other user support activities as required.
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Key Responsibilities
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* Troubleshoot end-user issues over the phone
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* Use support tools to manage and track calls
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* Manage email, voicemail, chat, and self-service calls
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* Manage incidents to resolution
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* Meet call targets and quality standards
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* Manage customers effectively
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* Learn and support new/upgraded software/hardware
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* Develop cross-team relationships
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* Complete other user support activities
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Requirements
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To be successful in this role, you will need to have:
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Minimum 2-3 years experience in an IT Support role
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Fluent English verbal and written skills
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Excellent communication and interpersonal skills
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Strong analytical/troubleshooting capabilities
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Ability to multi-task and respond to changing priorities
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Consistent and accurate approach
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Ability to refer and escalate issues using initiative and discretion
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Knowledge of the firm's operating system and application software
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In-depth knowledge of Microsoft 365, Teams, Outlook, SharePoint, OneDrive, Windows 11, MS Office, Multi-Factor Authentication, Intune, Anti-Virus, Anti-Spyware software, VPN, Active Directory user administration, Cisco Call Manager, Cisco Unity administration, Wireless connectivity support, LAN, Microsoft Active Directory Networking Hardware Knowledge
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Certifications
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PwC Ireland is committed to creating an environment that promotes equality and dignity at work.
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We unite expertise and tech so you can outthink outpace and outperform.
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