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.

Duties

• Country Interaction/Incident Management
  • Implement different processes and procedures for different categories of incidents including e.g. major incidents, complex incidents, low impact incidents
  • Route requests for help to appropriate functions for resolution
  • Inform users, customers and key stakeholders of progress towards service restoration.
  • Ensure that resolved incidents are properly documented and closed.
  • Analyze causes of incidents, inform service owners to minimize probability of recurrence, and contribute to service improvement.
     
• Country Customer Support:
  • Desktop
  • L1 Network
  • L1 Collaboration
  • L1 Printers
    • Receive and handle requests for support, following agreed procedures.
    • Log incidents and support requests and maintain relevant records.
    • Respond to a broad range of support requests and reported issues by providing information to fulfill requests or enable resolution.