Tech Majlis Associate

PricewaterhouseCoopers; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading consultancy firm in Dubai is seeking a Tech Majlis Specialist Associate to manage technology infrastructure and support services. The role involves implementing processes for incident management, ensuring customer satisfaction, and assisting in training and project execution. The candidate should have a background in incident management and customer support, with a focus on enhancing service quality.

Qualifications

• Experience in incident management and customer support in technology.
• Capable of analyzing incidents to contribute to service improvement.
• Ability to perform training sessions.

Responsibilities

• Implement processes for managing incidents and requests.
• Ensure customers have a positive experience with TechMajlis service.
• Assist in planning and executing rollout projects.

Job description

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS Information Technology (IT)

Management Level

Associate

Job 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.

Tech Majlis Specialist Associate

• Country Interaction/Incident Management

  • Implement different processes and procedures for different categories of incidents including e.g. major incidents complex incidents low impact incidents

  • Route requests for help to appropriate functions for resolution

  • Inform users customers and key stakeholders of progress towards service restoration.

  • Ensure that resolved incidents are properly documented and closed.

  • Analyze causes of incidents inform service owners to minimize probability of recurrence and contribute to service improvement.

• Country Customer Support:

  • Desktop

  • L1 Network

  • L1 Collaboration

  • L1 Printers

    • Receive and handle requests for support following agreed procedures.

    • Log incidents and support requests and maintain relevant records.

    • Respond to a broad range of support requests and reported issues by providing information to fulfill requests or enable resolution.

• Country Training Champion

  • Perform country training sessions.

• Country Customer Satisfaction

  • Ensure that customers have a positive experience with TechMajlis service.

• Country Project Support

  • Assist in planning and executing TechMajlis rollout projects and system implementations in the field in an organized and effective manner.

  • Assist in planning and managing new office build outs and office moves.

• Country Asset Control Management

  • Use agreed procedures to create and maintain an accurate register of assets.

  • Perform activities related to the administration of assets.

  • Produce routine reports to assist asset management activities and decisionmaking.

Required Experience

IC