IT Call Support Associate - Notes

Job Description -- The IT Call Support Associate possesses broad knowledge of the functions of
their group as well as Firm procedures. He/she works on assignments requiring
the use of specialized skills, analytical and/or problem solving capabilities.
Is familiar with and understands concepts and terminology associated with daily
responsibilities. Applies explicit rules, policies and procedures to routine
decisions. For tasks that go beyond daily responsibilities, requires
instruction, direction or guidance from others. Works under supervision.
Operates as a contributing team member. Contributes to the daily business
operations of an office(s) or region.

Primary responsibilities of this role may include:

Troubleshoots and resolves or routes problems presented via telephone by client
and support personnel
Researches problems which cannot be immediately answered; follows up with
caller until final resolution
Manages the expectation of the caller, and provides good customer service at
all times
Effectively and regularly submits knowledge documents
Logs service requests and resolutions to call tracking database
Gives instruction on use of supported products
Effectively applies knowledge and experience to ad hoc situations
Interfaces effectively with people at all levels of the Firm
Demonstrates knowledge of available resources within the Firm
Demonstrates knowledge of applications and platforms currently utilized by the
Firm
Displays sense of ownership, initiative and enthusiasm.
Maintains own proficiency through continuous learning, product testing and
other professional development activities
May be responsible for project-related tasks involving technical documentation
and oral presentations
Follows all SOPs (ticket handling, attendance, dress code, etc)
Other duties as assigned



Years of Experience Required
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1+

Education Required
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Four year degree in any business/ technical area or equivalent experience is
preferred plus one to three years relevant work experience.

Job Requirement Essential
-------------------------


Productivity, initiative, professionalism, customer service attitude, attention
to detail and quality, ability to multitask, team focus, strong interpersonal
skills, strong verbal and written communication skills and adherence to firm
and US IT standard operating procedures.

Ability to adapt to a rapidly changing environment.

Strong skills utilizing Lotus Notes

Solid understanding of other technology/software relevant to team

Must be willing to work overtime as necessary for day-to-day operations and
occasional weekend or after-hours coverage. May be required to carry cell
phone, pager or blackberry.

Must be willing to answer calls to the PwC Emergency Hotline if so called upon

Commitment to professional growth; seeks opportunities for development; looks
for ways to share knowledge with others.


Unique Aspects of the Position, Specialized Knowledge or Skills
Prior call support experience with general desktop applications
Any specific experience with Lotus Notes, remote access, web applications,
telecomm, or networking preferred
Excellent verbal communication skills and telephone skills with a strong
customer service orientation.
Thorough and detail oriented with good administrative skills.


Travel Required
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0-20%

Type of Position
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Full Time