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Line of Service: Internal Firm Services

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 Role

The User Support Team is a centralised first point of contact for people with IT issues.  User Support 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.  

Key support activities include:

• 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

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.  

Education: 3rd level computer degree

In depth knowledge of the firm’s operating system, functions and features of the application software including:

 LAN:Microsoft Active Directory Networking

• Windows 10, MS Office.
• Google Workspace (Google mail, drive, calendar, contacts etc.)
• Anti-virus & Anti-Spyware software
• VPN
• Active directory user administration
• Cisco Call Manager & Cisco Unity administration
• Wireless connectivity support

 Knowledge of the Firm’s hardware:

• 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
• 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.

• Fluent English (verbal and written)
• Excellent communication and interpersonal skills
• Strong analytical/troubleshooting capabilities
• Reliable, flexible and professional
• Ability to multi-task and respond to changing priorities
• Ability to refer and escalate issues using initiative and discretion
• Consistent and accurate approach
• Plan own work and meet deadlines