The IT Service Desk Support Specialist will support the IT Service Desk Lead in managing our outsourced IT Service Desk service provided to the UK, ME and BCI firms. In addition to providing support to ensure the operational effectiveness of the service, the individual will be responsible for supporting the transformation to a Digital Service Desk.
The individual will be at a Senior Associate grade and will have worked in a similar customer support environment.
The individual will be responsible for:
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assisting in the adoption of digital products with the aim of driving ticket/Incident avoidance/reduction, self-help and self-serve services, simplification and automation
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supporting the strategy to deliver on the vision and objectives of the Digital Service Desk
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supporting the introduction and implementation of new or changing support service offerings including liaison between suppliers and project teams for projects/rollouts/implementations and upgrades
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participating in service review meetings, working closely with Product Managers in identifying trends, opportunities for self help and ticket reduction
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supporting the Service Desk Lead in the oversight of current Service Desk services delivered by the our 3rd party supplier
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driving continuous service improvement through customer feedback analysis and call/ticket reduction initiatives
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acting as a contact point for IT Service issues that have not been resolved by following the appropriate escalation routes
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Support the delivery of a customer centric support service ensuring the supplier achieves a high level of customer satisfaction
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Maintain an innovative technology focussed environment where customer satisfaction is as at the forefront of everything we do
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Engage with other PwC teams on new technologies, ensuring the IT Service Desk is always prepared to provide support
Essential Criteria
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Strong customer ethos
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Strong team player and collaborator
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Effective problem identification and solution skills
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Experience in solutions implementation
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Understanding of IT Support operations including service desks
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Experience of delivering excellent customer satisfaction
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Excellent communication and presenting skills
Desirable Criteria
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Good working knowledge of G Suite Apps, Word, Excel and other office applications
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Program/Project management
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Commercial awareness
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Understanding SLAs & KPI measurement
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Experience in working with 3rd Party suppliers
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IT Service Management principles and techniques including incident, problem and change
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Knowledge of ITIL (V4) principles
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IT Security and Risk awareness
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ServiceNow knowledge
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Agile methodologies
Requirements
Experience of delivering excellent customer satisfaction
Excellent communication and presenting skills
Technical interest in Windows, MacOS or mobile OS
Enthusiastic around technology and innovation
Effective problem identification and solution skills
Strong team player and collaborator
Ability to work from the Leeds PwC office
Legal authorisation to work in the UK
Fluent in written and spoken English
Flexibility to work from different PwC offices and offsite locations where required
Desirable Criteria
Experience in delivering a technical support service
Technical expertise [Windows, MacOS, Mobile]
Experience in an education or training role
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Application support
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