Service Desk Analyst - PwC

The primary focus is to provide 1st and 2nd line technical support in a First and Single Point of Contact situation, including user administration, incident and request analysis, escalation and resolution, communication of incidents, problems and other events to relevant process owners, analysts, or customers according to process and procedures, in order to achieve SLA’s and high levels of customer satisfaction.

A.  JOB PROFILE

PRINCIPAL ACCOUNTABILITIES

• Ensure Service Desk Phone and Messaging system is attended to in a timely manner

• Logging Incidents/Requests via our ITSM application providing accurate resolution as required.

• Resolve 1st and 2nd Line support issues in accordance with SLA's

• Acting as a point of escalation for support queries from more junior Service Desk Analysts which are beyond their technical capability.

• Identify and take part in initiatives to improve the quality and effectiveness of the Service Desk.

• Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT Services and help develop the knowledge and skills of others in the IT Services team.

• Ensure the Service Desk delivers a professional and consistent level of service that provides resolutions within agreed deadlines.

• Identify problem trends for management and possible actions to assist with process improvement.

• Promote an environment where the business receives outstanding client service.

• Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT.

• Assist with implementation of policies and procedures.

• Ensure that assigned IT service incidents are managed effectively and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.

• Undertake service analysis, proactive service monitoring, or project activities as assigned.

• Identify repeat incidents and contribute to the provision of comprehensive Known Error Records and Solutions articles as support tools for other Service Desk staff

• Available as per the after-hours support schedule.

DIMENSIONS

FINANCIAL

• Support 6000+ users across SMA

STAFF

• Support Firm Wide IT Services as Single Point of Contact

B.  PERSON PROFILE

MINIMUM QUALIFICATIONS

• Comptia A+ / N+ / - Essential

• MCSE / MCSA / MCP or other MS – Essential

• Service Desk Foundation - Preferred

EXPERIENCE

• Min 4 years relevant experience including windows OS, MS Office and Lotus Notes support

• Experience in call logging systems

KEY KNOWLEDGE & SKILLS

• Strong technical knowledge and analytical skills.

• Clear, courteous telephone manner and ability to communicate with all levels of staff.

• Excellent written and verbal communication skills.

• Attention to detail.

• Experience in consistent, accurate, and detailed record keeping.

• Ability to prioritize tasks with different levels of impact and urgency.

• Self-motivated and able to work unsupervised.

• Natural team player with a desire to encourage interaction

• Ability to work as a team or with own initiative where appropriate.

• This position requires the ability to support customers via email, phone or chat.

• Analysts are expected to work independently, accurately troubleshoot, diagnose, and resolve customer issues or requests