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Line of Service: Internal Firm Services
Industry/Sector: Not Applicable
Specialism: IFS - Information Technology (IT)
Management Level: Specialist
Job Description & Summary 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 concerns the provision of 1st level support services for the firm's hardware and software products, using a call management system to manage throughput. Meeting call targets and effectively utilising call escalating processes. This is a 12 month fixed term contract.
Purpose-led work you'll be part of As a Specialist, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:
Troubleshooting 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 relationshipsThis role specifically relates to the support of two major projects:
M365 migration - supporting end users on 1st level issues and queries as they migrate from Google to M365.MFA - Supporting end users as we move to multi-factor authentication for logging onto Firm devices.Normal BAU calls will also need to be supported. The above is not an exhaustive list and will include completing other User Support activities, and any other reasonable tasks requested by management, which may include tasks outside the normal scope of this position. Overtime is required from time to time.
Experiences and skills Minimum 2-3 yrs experience in level 1 support with a focus on M365 support is requiredA 3rd level IT degree is a requirementExperience in Microsoft M365 Suite of Applications (Ms Team, Outlook & Calendar, One Drive, Sharepoint, Excel, Word, Powerpoint)Experience in LAN: Microsoft Active Directory NetworkingExperience in supporting hardware and software including:Windows 11Anti-virus & Anti-Spyware softwareVPNActive directory user administrationCisco Finesse Call Manager & Cisco Unity administrationWireless connectivity supportWorkstations (laptops and desktops)Mobile & Smartphone devicesPrinters/Scanners/Faxes (MFDs)IP TelephonyPeripherals (keyboards, mice, monitors, docking stations)Call management system including self-service (ServiceNow experience desirable but not essential)Excellent communication and interpersonal skillsStrong analytical/troubleshooting capabilitiesReliable, flexible and professionalAbility to multi-task and respond to changing prioritiesAbility to refer and escalate issues using initiative and discretionAbility to plan own work and meet deadlinesEducation Degrees/Field of Study required: Degrees/Field of Study preferred:
Certifications Required Skills
Optional Skills
Desired Languages Travel Requirements: Not Specified
Available for Work Visa Sponsorship?: No
Government Clearance Required?: No
Job Posting End Date 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: 567400WD
Location: Dublin
Line of Service: Internal Firm Services
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