IT Support Agent at PwC South Africa

Role Overview:

• The IT Support Analyst provides 1st and 2nd line technical support across multiple locations and platforms, acting as a key point of contact for IT-related incidents and requests.
• This hybrid role combines front-line support in Tech Lounges with remote Service Desk responsibilities, ensuring high levels of customer satisfaction and operational efficiency.

Key Responsibilities:

Technical Support & Incident Management

• Provide 1st and 2nd line support via phone, email, chat, and in-person.
• Log, analyze, and resolve incidents and service requests using the ITSM system.
• Deliver desk-side and Tech Lounge support including hardware setup, repairs, printing, AV, and video conferencing.
• Support mobile platforms, Windows and Mac OS, MS Office, and enterprise applications.
• Perform user administration and access management tasks.

Customer Service & Communication

• Ensure a professional, courteous, and consistent level of service.
• Communicate effectively with users, team members, and management.
• Promote a customer-centric environment with outstanding service delivery.

Collaboration & Knowledge Sharing

• Work closely with Infrastructure, and other IT teams.
• Contribute to support documentation, known error records, and solution articles.
• Share knowledge to enhance team capability and service quality.
• Monitoring, Analysis & Improvement
• Undertake proactive service monitoring and participate in project activities.
• Identify recurring issues and assist in root cause analysis and problem management.
• Recommend and implement process improvements to enhance service delivery.

Operational Support

• Maintain accurate records and documentation.
• Participate in after-hours support rotations.
• Support asset management and ensure compliance with IT policies.

Skills & Experience:

Essential:

• CompTIA A+ / N+, Microsoft Certifications (MCSE/MCSA/MCP).
• Minimum 3 years of IT support experience.
• Strong technical knowledge and troubleshooting skills.
• Experience with call logging systems and ITSM tools.
• Excellent verbal and written communication.
• Ability to prioritize tasks under pressure and work independently or in a team.

Desirable:

• Service Desk Foundation certification.
• Experience supporting AV equipment and printers.

Personal Attributes:

• Self-motivated, proactive, and resilient.
• Detail-oriented with strong analytical skills.
• Confident and approachable with a team-player mindset.
• Committed to continuous improvement and knowledge sharing.

Job Posting End Date

• January 24, 2026