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.

Line of Service : Internal Firm Services

Industry/Sector : Not Applicable

Specialism : IFS - Information Technology (IT)

Management Level : Specialist

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. You’ll 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 PwC’s employees. You’ll provide resolution to technical needs, recommend procedure modifications or improvements, and escalate unresolved technical issues to the appropriate party.

The User Support Team is a centralised first point of contact for our people with IT issues.  User Support aims to provide operational excellence  in a friendly and efficient manner. Our team provides local and remote technical support and information technology updates to all PwC’s employees. You’ll provide resolutions to technical needs, recommend procedure modifications or improvements, and escalate unresolved technical issues to the appropriate parties.

The role includes the provision of 2nd level support services to clients via phone, chat and in person, including; operating systems, PC/device diagnostics and fixes, security administration, PC personalisation, re-imaging and installation, desk installations, Audio Visual support (projectors, screens, room controls etc.) incident and client management under strict control by agreed deadlines.

The position requires a high level of competency relating to core IT capabilities including troubleshooting, documenting fixes (trends and analysis), communicating solutions, quality control, task management, inter-team dependencies and client management.

Key Activities

• Developing product expertise
• Finding, documenting and communicating support fixes and solutions
• Completing security related tasks and administration
• Preparing end user desks for hardware installations
• Liaison with Service Desk  team, other GTS teams or subject matter experts and resident 3rd party maintenance contractor
• Effective use of the firm’s service desk system ServiceNow (meeting call targets, call referrals/escalation etc.)
• Maintenance of call standards and client management
• Remote support for regional offices
• Handle, manipulate and analyse data and information responsibly.
• Manage expectations of stakeholders effectively.
• Uphold the firm's code of ethics and business conduct.

Deployment

• Machine personalisation, re-imaging, and associated deployment tasks
• Inventory updating and quality control

Documentation

• Maintaining procedural documentation
• Maintaining compliance with policies and procedures.

Projects

User Support and cross-functional tasks as relevant.

Education Requirements: 3rd level  IT degree

Personal Qualities:

• Energetic self starter with a positive/flexible attitude.
• Solution orientated with very good problem solving skills.
• Ability to communicate at all levels (verbal and written).
• Ability to work under pressure, meet deadlines and respond to changing priorities.
• Ability to work as part of a team.

Travel Requirements :   0%

Available for Work Visa Sponsorship?  Yes

Government Clearance Required?  No

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.

• Minimum 1-2 years in the focused support of hardware devices, operating systems and security services including:
• Windows 10, Office, Google Workspace.
• Security administration e.g. anti-virus.
• Operating to service level requirements.
• PC personalisation, re-imaging, deployment, diagnostics and fixes .
• Documenting and effectively communicating fixes, and seeking approval to implement solutions.