Internal Firm Services Technology Service Desk- Senior Associate

Industry/Sector

Specialism

Management Level

Job Description & Summary

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.

Strong interpersonal written and oral communication skills.
Hands-on experience in ServiceNow platform.
Managing daily operations of the service desk coordinating with all relevant stakeholders to ensure users and business teams receive the support they require.
Monitors operations to make sure tickets are addressed in a timely manner as well as serving as the service-desk liaison to major business-impacting initiatives.
Support accurate Incident and Request Management information captured in the ticketing tool (SNow) prioritization and ensure completion within SLA.
Track and report the performance of the service-desk periodically and share the report with relevant stakeholders as well as incorporate those metrics in monthly MIS report.
Increase knowledge base submission to the IT service desk
Daily review of tickets and escalations with respective IT service partner/technology stakeholders
Regular keeping in touch with various Global IT support team to streamline the tickets (INCSR) workflow and close maximum tickets which has been pending for long time
Keep in touch with the IT service partners to execute the Technology support smoothly per defined SLA & SOW.
Monitor and analysis service desk metrics and data identifying trends and areas for improvement and recommending corrective actions/opportunities to optimize performance as needed

Travel Requirements

Job Posting End Date