IT Service Desk Specialist

Description

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

The IT Service Desk, within the Customer Tech Support team, is a centralised first point of contact for people with IT issues. CTS 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.

Purpose-led work you’ll be part of

As a Specialist, you’ll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:

• 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. 

Experiences and skills 

• Minimum 1-2 yrs experience in level 1 support with a focus on M365 support is required

• A 3rd level IT degree is a requirement

• Experience in supporting hardware and software including:

  • Windows 11 & Microsoft M365 Suite of Applications (Ms Team, Outlook & Calendar, One Drive, Sharepoint, Excel, Word, Powerpoint

  • Anti-virus & Anti-Spyware software

  • VPN

  • Active directory user administration

  • Cisco Call Manager & Cisco Unity administration

  • Wireless connectivity support

  • Workstations (laptops and desktops)

  • Mobile & Smartphone devices

  • Printers/Scanners/Faxes (MFDs)

  • IP Telephony

  • Peripherals (keyboards, mice, monitors, docking stations)

• Call management system including self service.(ServiceNow experience desirable but not essential)

• 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

• Ability to plan own work and meet deadlines

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

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

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.

Job ID:567411WD

Location:Dublin

Line of Service:Internal Firm Services

Specialism:IFS - Information Technology (IT)