IT Customer Service Knowledge Specialist (US client) - Olivos or Barracas

Description

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Specialist

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 front-line 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.

You are a reliable, contributing member of a team.

In our fast-paced environment, you are expected to adapt, take ownership and consistently deliver quality work that drives value for our clients and success as a team.

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

Apply a learning mindset and take ownership for your own development.

Appreciate diverse perspectives, needs, and feelings of others.

Adopt habits to sustain high performance and develop your potential.

Actively listen, ask questions to check understanding, and clearly express ideas.

Seek, reflect, act on, and give feedback.

Gather information from a range of sources to analyse facts and discern patterns.

Commit to understanding how the business works and building commercial awareness.

Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.

The Opportunity

When you join PwC Acceleration Centers (ACs), you step into a pivotal role focused on actively supporting various Acceleration Center services, from Advisory to Assurance, Tax and Business Services.

In our innovative hubs, you’ll engage in challenging projects and provide distinctive services to support client engagements through enhanced quality and innovation.

You’ll also participate in dynamic and digitally enabled training that is designed to grow your technical and professional skills.

As part of the IT Support team you will monitor and analyze IT incidents while generating insightful reports to drive process enhancements.

As a Specialist you will provide specialized technical know-how, handling intricate tasks and conducting thorough analyzes that support specific projects.

This role offers the chance to contribute to continuous improvement initiatives and uphold the quality of internal processes, making a significant impact on the team's success.

Responsibilities

- Monitor and evaluate IT incidents to identify trends

- Generate thorough reports to support process enhancements

- Conduct in-depth analyzes to uphold quality control of internal processes

- Collaborate on continuous improvement initiatives within the team

- Supervise and assess KPI and SLA service level objectives

- Provide specialized technical support for various IT issues

- Identify opportunities for process refinement and effectiveness

- Maintain documentation and records of IT incidents and resolutions

What You Must Have

- High School Diploma

- 2 years of experience as a technical analyst

- Intermediate Google or MS suite

- Upper-Intermediate Excel

- Oral and written proficiency in English required

What Sets You Apart

- Experience with Service Now and ITIL preferred

- Analyzing IT incidents and generating trend reports

- Identifying and promoting continuous improvement opportunities

- Supervising KPI and SLA service level objectives

- Controlling quality of internal processes and IT incidents

- Monitoring and analyzing IT incidents at various levels

General requirements

Understand the importance of have a correct information management

Knowledge of Information Security and Data Protection

Correct Information Security Management

All qualified applicants will receive consideration for employment at PwC without regard to ethnicity; creed; color; religion; national origin; age; disability; neurodiversity; sexual orientation; gender identity or expression; marital; or any other status protected by law.

PwC is proud to be an inclusive organization and equal opportunity employer.

Travel Requirements

Not Specified

Job Posting End Date