Job Description & Summary
A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You’ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.
Our Operations Support team monitors the overall quality of our service. As a part of the team, you’ll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.
To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:
- Use feedback and reflection to develop self awareness, personal strengths and address development areas.
- Delegate to others to provide stretch opportunities, coaching them to deliver results.
- Demonstrate critical thinking and the ability to bring order to unstructured problems.
- Use a broad range of tools and techniques to extract insights from current industry or sector trends.
- Review your work and that of others for quality, accuracy and relevance.
- Know how and when to use tools available for a given situation and can explain the reasons for this choice.
- Seek and embrace opportunities which give exposure to different situations, environments and perspectives.
- Use straightforward communication, in a structured way, when influencing and connecting with others.
- Able to read situations and modify behavior to build quality relationships.
- Uphold the firm's code of ethics and business conduct.
JOB PURPOSE
To manage day to day operation of the Africa Technology Tech Lounges in assigned offices (Central Region: Bloemfontein, Kimberly, Mahikeng, Lichtenburg, Emalahleni, Middelburg, Secunda, Nelspruit)
A. JOB PROFILE
PRINCIPAL ACCOUNTABILITIES
Responsibilities include the following:
- Promote an environment where the business receives outstanding client service.
- Build trusted relationship with regional office management
- Accountability for end-user service delivery ensuring consistent and appropriate levels of customer satisfaction in regional offices
- Drive service level improvement through the application of ITIL best practices and the identification and measurement of service delivery metrics and internal quality controls in regional offices
- Supervises regional Tech Lounge staff including training, scheduling and providing input toward hiring decisions.
- Acting as an escalation point where difficult or controversial calls and appraisals are received.
- Monitor and manage call queue and assist Technicians in providing support during peak periods and technically complicated issues.
- Engage and participate in Incident, Request Fulfilment, Problem and Change Management functions.
- Assures continual quality measures are in place so technical accuracy and time utilization are maximized.
- Assist with identifying and tracking training trends and needs of Technicians.
- Assist with performance reporting.
- Ensure all processes for troubleshooting, escalating and queue management are clearly defined and communicated.
- Monitoring the number of calls, customer wait and resolution time, and ensuring all SLA's and metrics are met.
- Ensure policies and procedures are adhered to.
- Undertake service analysis, proactive service monitoring or project activities as assigned.
- Assist where required with managing Information security management system (ISMS) at office level
- Provide Senior Manager with continuous updates on incidents, problems, and change management and daily operations.
- Consult on complex issues with national managers
- Assist with monitoring metrics, KPI's, deliverables and Career Round Table performance evaluations for the regional support staff.
- Ensure that Assets and related peripherals are managed and accounted for correctly by the regional staff.
B. PERSON PROFILE
MINIMUM QUALIFICATIONS
- Grade 12 / Matric: Essential
- Comptia A+ / N+: Essential
- MCSE / MCSA / MCP or other MS : Essential
- Related IT degree / diploma : Preferred
- MOF / ITIL Foundation : Desirable
- ITIL Service Operation : Advantageous
EXPERIENCE
- Minimum 3 Years IT Support
- Experience in call logging
KEY KNOWLEDGE & SKILLS
- Support including Windows OS, Office and Google Workspace support.
- Strong technical knowledge and analytical skills.
- Clear, courteous manner and ability to communicate with all levels of staff.
- Excellent verbal and interpersonal skills.
- Attention to detail.
- Experience of consistent, accurate and detailed record keeping.
- The ability to work with irate customers and diffuse volatile situations.
- Must be detail oriented and able to effectively and accurately document technical issues and requests.
- Must possess and demonstrate strong, positive leadership qualities consistently.
- Self-motivated and able to work unsupervised.
- Natural team player with desire to encourage interaction and integration.
- Ability to come up with new and innovative ideas to ultimately improve the user experience
- Encourage interaction
- Report writing skills
- Presentation skills
- Confident
- Possess and consistently demonstrate strong, positive leadership qualities;
- Coaching skills
- Lead teams
- Administrative skills
- Project Management skills
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:
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