Assistant Manager at PricewaterhouseCoopers (PwC)

Job description

Job Description The PwC Deal

Our people make an impact through their dedication to client service, creativity, and high performance. Whatever your passion, the opportunities available to you at PwC will help you realise your career aspirations.

As an organisation with an increasingly agile workforce, we're open to a variety of flexible working styles. We're committed to collaboration and strong relationships that help our clients and our people realise their ambitions. Well known for our technical excellence, we're also a firm brimming with energetic and inspirational people who want to build a diverse career in a progressive, global organisation.

What's in it for you? The opportunity to join a diverse and progressive team, with the chance to learn from inspirational people committed to ensuring each and every interaction is an opportunity to learn, challenge and innovate.

About The Role

To manage day to day operation of the One Technology department in KwaZulu Natal which consist of 3 offices.

This position shares in oversight of the operation of the Walk-in center including, but not limited to, the scheduling and supervision of staff, monitoring of calls and ticket queues, communication of incidents / problems and events according to process and procedures. Activities include technical support, statistics and reporting, escalation support, quality assurance, training and service adherence to Service Level Agreements.

Experience And Key Skills

• Min 6 years IT Support including Windows OS, MS Office and Lotus Notes support.
• Previous experience in the supervision of staff.
• Experience in call logging systems.
• Strong technical knowledge and analytical skills.
• Clear, courteous telephone manner and ability to communicate with all levels of staff.
• Excellent verbal, written 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.

Required Qualifications

• Grade 12 / Matric : Essential
• Comptia A+ / N+ : Essential
• MCSE / MCSA / MCP or other MS : Essential
• Service Desk Foundation : Preferred
• Related IT degree / diploma : Preferred
• MOF / ITIL Foundation : Desirable
• ITIL Service Operation : Advantageous

Responsibilities

• Supervises Service Desk/Walk-in Centre 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 Analysts/Technicians in providing support during peak periods and technically complicated issues.
• Engage and participate in Incident, Request Fulfilment, Problem, Change and Release Management functions including root cause analysis.
• Assures continual quality measures are in place so technical accuracy and time utilization are maximized.
• Assist Service Desk Manager with identifying and tracking training trends and needs of Service Desk Analysts.
• Assist Service Desk Manager with reporting and data analysis
• 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.
• Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT Services, and help develop the knowledge and skills of others in the IT Services team.
• Promote an environment where the business receives outstanding client service.
• Assist with implementation of policies and procedures.
• Undertake service analysis, proactive service monitoring or project activities as assigned.
• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
• Prepare Technology Budget as well as manage technology expenditure
• Assist with managing Information security management system (ISMS) at region level
• Manage all project for the region
• Provide Senior Manager with continues updates on incidents, problems, change and release management and daily operations.
• Assist Marketing with Technical support for business functions.

The Skills We Look For In Future Employees

We're very proud of our unique culture, and expect our people to demonstrate skills and behaviours that will support us in implementing our business strategy. This is important to the work we do, both for our business and our clients. These skills and behaviours are a strong component of our global leadership framework: The PwC Professional.

Diversity

• We work in a changing world that offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Our strength lies in creating value through diversity.
• Whether you're an accomplished professional or a promising new talent, you'll have opportunities to continuously learn, grow and advance in your career within our network. Our diverse client mix gives you an opportunity to make a difference by working with clients across South Africa and clients with a global reach.
• We know that the skills and experiences you gain with us will stay with you throughout your career. So join PwC. We'll help you to reach your full potential.

Take the opportunity of a lifetime.

Industry Not Applicable