Experienced Associate - Service Desk / Application Support Analyst
PwC
Kuala Lumpur
Permanent
Full-time
1 month ago
Line of Service Internal Firm ServicesIndustry/Sector Not ApplicableSpecialism IFS - Information Technology (IT)Management Level AssociateJob 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.You’ll be at the forefront of designing and delivering our managed services vision through effective governance (based on ITIL framework) and supported by the latest technologies in an agile working environment. The successful candidate will have the opportunity to enhance their service transition and operation skills working alongside product engineering teams globally.Job specifications:Responsible for Level 1 application support (resolution or triage of incident or service request) ensuring services are delivered effectively and efficiently within SLA (where relevant).Ensure proper documentation of incidents and service requests.Demonstrate good understanding of product functionalities (including customer’s needs) and applying them to management of incidents and service requests.Coordinate with designated resolvers (Level 2) for issues not resolved at Level 1.Support established service delivery governance and ensure high quality, up-to-date documentation (i.e. knowledge articles) exists for continuous improvement.Support the development and maturity of ITIL processes (i.e. Service Transition, Service Operations). Identify and suggest possible improvements.Work with service enablers to build and deploy new or enhanced services in a coordinated way, ensuring proper service validation and testing prior to implementation.Participate in product briefing sessions and scrum meetings.Channel any feedback or suggestions by customers to the appropriate internal team.Prepare reports and statistical analysis of data mined and gathered from the ticket logging and tracking system.As an Experienced 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:Invite and give in the moment feedback in a constructive manner.Share and collaborate effectively with others.Identify and make suggestions for improvements when problems and/or opportunities arise.Handle, manipulate and analyse data and information responsibly.Follow risk management and compliance procedures.Keep up-to-date with developments in area of specialism.Communicate confidently in a clear, concise and articulate manner - verbally and in the materials I produce.Build and maintain an internal and external network.Seek opportunities to learn about how PwC works as a global network of firms.Uphold the firm's code of ethics and business conduct.Preferred skillsEducationBachelor degree in Information Technology/Computer Science from a recognised university.ITIL certification preferred.Work experience1 - 3 years experience working in an application support team in a managed service and/or IT service desk environment.Familiarity with the ServiceNow platform will be an added advantage.Effective cross-functional IT skills and experience working collaboratively with global teams (e.g. service delivery, product engineering).Ability to clearly and effectively communicate in English (both oral and written).Analytical, results-oriented and ability to work in a dynamic working environment.Able to work under pressure.A team player with excellent interpersonal skills.Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank, certifications not specified)Required SkillsOptional SkillsDesired Languages (If blank, desired languages not specified)Travel RequirementsAvailable for Work Visa Sponsorship?Government Clearance Required?Job Posting End Date July 31, 2024
