Internal Firm Services - Technology - End User Services- Senior Associate

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS Information Technology (IT)

Management Level

Senior Associate

Job Description & Summary

At PwC our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance troubleshooting issues and implementing security measures.

Those in IT support at PwC will focus on providing frontline technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.

Focused on relationships you are building meaningful client connections and learning how to manage and inspire others. Navigating increasingly complex situations you are growing your personal brand deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients and to deliver quality. Embracing increased ambiguity you are comfortable when the path forward isnt clear you ask questions and you use these moments as opportunities to grow.

Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives needs and feelings of others.
• Use a broad range of tools methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.

Job title

Senior Associate End User Computing

Line of ServiceBusiness Services (IFS)

About the Job

• Introduction to PwC Service Delivery Center
• PricewaterhouseCoopers Service Delivery Centre (Kolkata) Private Limited is a joint venture in India among members of the PricewaterhouseCoopers network that will leverage the scale and capabilities of the network. It is a member firm of Pricewaterhouse Coopers International Limited and has its registered office in Kolkata India
• The Delivery Center will provide a professional an opportunity to work in a dynamic environment where you will have the ability to develop process and qualitybased skills

Job Overview

The candidate would be part of the operations in the End User Computing space thereby resolving queries and incidents and exceeding expectations of end users around support experience.

Reporting structure & key relationships

This should include detail on:

• Line Manager
• Number of reports (if applicable)
• Priority team relationships
• Key client relationships
• Line Manager: Senior Manager End User Computing PwC AC India
• Number of reports (if applicable): NA
• Priority team relationships: within local Technology org (collaboration with other towers e.g. ServiceDesk Infrastructure & Network Applications Asset Management) as well as Global teams
• Key client relationships NA

Job Description

• Level of experience
• Education/qualifications
• Industry experience
• Technical capability
• Key personal attribute

Any graduate with minimum 5 years of experience in IT Services industry with hands on experience in technical support roles.

Activities to be performed:

• HandsOn Experience on Wintel Technologies. Exposure to iOS is an advantage.
• Knowledge of Authentication/Single SignOn concepts.
• Understanding of ISO standard Information Security practices and environment.
• Analytical skills and hands on experience on any application support.
• Proficient knowledge and experience with Desktop Hardware.
• Knowledge of TCP/IP DNS DHCP and SMTP.
• Leading Project and BAU activities related to Endpoint.
• Acting as a domain SME and escalation point for Endpoint related issues.
• Creating and Reviewing Standard Operating Procedures/ Run books to ensure a consistent Operating environment.
• Knowledge of Incident Management/Problem Management and ITIL framework. Working experience with ServiceNow.
• Introducing Continuous Improvement and Automation Initiatives.
• Strong interpersonal written and oral communication skills.
• Ability to present ideas in userfriendly language.
• Highly selfmotivated and directed with keen attention to detail.
• Proven Analytical and problemsolving abilities.
• Able to effectively prioritize tasks in a highpressure environment.
• Strong customer service orientation.
• Experience working in a teamoriented collaborative environment.
• ISO Lead Implementer Certification/ITIL Certification would be an added advantage.
• Scripting Knowledge would be an added advantage.

Education (if blank degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank certifications not specified)

Required Skills

Optional Skills

Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Communication Computer Engineering Computer Program Installation Computer Programming Computer Technical Support Creativity Embracing Change Emotional Regulation Empathy Enterprise Architecture Incident Management and Resolution (IMR) Inclusion Information and Communications Technology (ICT) Intellectual Curiosity IT Infrastructure Upgrades IT Operations IT Operations Management IT Project Lifecycle IT Support IT Troubleshooting Learning Agility 11 more

Desired Languages (If blank desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship

No

Government Clearance Required

No

Job Posting End Date