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.
Overview
Line of Service: Internal Firm Services
Industry/Sector: Not Applicable
Specialism: IFS - Information Technology (IT)
Management Level: Specialist
Role Description
The 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.
Responsibilities
* Troubleshooting end user issues over the phone
* Using support tools to manage and track calls
* Managing email, voicemail, chat and self-service calls
* Managing incidents to resolution
* Meeting call targets and quality standards
* Managing customers effectively
* Managing call referrals and escalations
* Learning and supporting new/upgraded software/hardware
* Developing cross team relationships
* Developing End user documentation
* Completing other User Support activities and any other reasonable tasks requested by management
* Overtime is required from time to time
Experience and Skills
* Minimum 2-3 years experience in an IT Support role
* Fluent English (verbal and written)
* Excellent communication and interpersonal skills
* Strong analytical/troubleshooting capabilities
* Demonstrates reliability, flexibility and professionalism
* Ability to multi-task and respond to changing priorities
* Ability to refer and escalate issues using initiative and discretion
* Consistent and accurate approach
* Effectively plans and prioritises workload to consistently meet deadlines
Technical Knowledge
* In-depth knowledge of the firm’s operating system and application software including:
* Microsoft 365 (Teams, Outlook, SharePoint, OneDrive, etc.)
* Windows 11, MS Office
* Multi Factor Authentication (MFA)
* 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
* Workstations (laptops and desktops)
* Mobile & Smartphone devices
* Printers/Scanners/Faxes (MFDs)
* IP Telephony
* Peripherals (keyboards, mice, monitors, docking stations)
Support Tools
* Remote support tools
* Call management system including self-service (ServiceNow experience desirable but not essential)
* Phone, voicemail, email and chat
Education
Degrees/Field of Study required: Degrees/Field of Study preferred
Certifications
Certifications: Not specified
Other
Knowledge 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: 662089WD
Location: Dublin
Line of Service: Internal Firm Services
Recruitment team, PwC Ireland (Republic of)
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