Senior Associate
CurrentAssistant Manager Key Roles:Providing strong leadership skills to foster a skilled Servicedesk team that promotes an of teamwork that acts within our PWC aligned culture/values.• Ensuring that all Service Desk team members are aware of the high standard of customer service expected and that this standard is consistently met by monitoring monthly KPI and conversion rates.• Monitoring and managing team resources to ensure allocation of duties is aligned to business priorities and… Show more Assistant Manager Key Roles:Providing strong leadership skills to foster a skilled Servicedesk team that promotes an of teamwork that acts within our PWC aligned culture/values.• Ensuring that all Service Desk team members are aware of the high standard of customer service expected and that this standard is consistently met by monitoring monthly KPI and conversion rates.• Monitoring and managing team resources to ensure allocation of duties is aligned to business priorities and customer expectations.• Building and maintaining effective relationships with colleagues and PWC users.• Ensure all incidents, problems and service requests are appropriately logged in accordance with agreed Service level agreed procedures. Reporting against performance metrics,highlighting areas where there is capacity for improvement and creating/automating processes as a result. • Escalating critical performance or service issues to internal and external support teams.• Providing a point of escalation for other Service Desk team members, colleagues and users in Pwc.• Ensuring cyber-security threats, warnings Phishing attempts and incidents are communicated appropriately to Senior IT and Cyber Security management.•Maintaining all ServiceDesk documentation Services polices, standards and procedures.•Organising monthly rostered work, annual leave and overtime. Show less
