IT Support Agent at PricewaterhouseCoopers (PwC)

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