Line of Service
Internal Firm Services
IFS - Information Technology (IT)
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 call targets and effectively utilising call escalating processes.
Purpose-led work you'll be part of
As a IT Service Desk 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:
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.
Experiences and skills
Minimum Qualifications Required
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 11, MS Office.
Google Workspace (Google mail, drive, calendar, contacts etc.)
MS Teams, One Drive and Sharepoint.
Anti-virus & Anti-Spyware software
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
Peripherals (keyboards, mice, monitors, docking stations)
Remote support tools
Call management system including self service.(ServiceNow experience desirable but not essential)
Phone, voicemail, email and chat
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
Unlock your potential with PwC Ireland We believe that challenges are better solved together. We're inspiring and empowering our people to change the world. Powered by the latest technology, you'll be a part of amazing teams encouraged to collaborate and innovate in a way that creates powerful solutions and makes a positive impact. This purpose-led work, and our continuous development and encouragement, will help unlock your potential and take your career to the next level. Enjoy PwC's perks We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive employee benefits and flexibility programs that will help you thrive in work and life. Learn more about us at Life@PwC. ( ). Being appreciated for being you Our most valuable asset is our people and we recognise you for it - ensuring you feel like you belong and that you are valued and rewarded for the great work you do everyday. PwC is an equal opportunities employer and creating a diverse workforce that is representative of the communities we serve is hugely important to us. We believe this so much that we have signed up for the Business in the Community Inclusive Workplace Elevate Pledge . ( ) Our Inclusion First strategy puts inclusion at the heart of our culture - supporting an environment where individuality is embraced, diversity is celebrated and inclusion is valued. Check out our culture of belonging and explore our range of inclusive programmes, initiatives, employee resource groups and . Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply, we'd love to hear from you! We will ensure that everyone is supported throughout and, if required, provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please email us for more information.
Contact: HR Manager
Job ID: 100976535