Associate – Operations Support

About
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, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.
As a part of the Operations Support team, you’ll be the primary contact for ensuring the quality of our services is maintained while considering more cost-efficient ways to provide the same service, and keeping customer satisfaction high.

Responsibilities

• Implement different processes and procedures for various categories of incidents, including major, complex, and low-impact incidents.
• Route requests for help to appropriate functions for resolution and inform users of progress towards service restoration.
• Analyze causes of incidents, inform service owners to minimize recurrence probability, and contribute to service improvement.
• Receive and handle requests for support, log incidents, and maintain relevant records.
• Respond to a broad range of support requests by providing information or enabling resolution.
• Perform country training sessions and ensure customers have a positive experience with TechMajlis service.
• Assist in planning and executing TechMajlis rollout projects and managing office build-outs or moves.
• Create and maintain an accurate asset register and produce routine reports to assist asset management activities.

Requirements

• Strong communication and customer service skills.
• Experience in incident management and troubleshooting.
• Ability to effectively manage multiple tasks and projects.
• Familiarity with ITIL processes is a plus.