Tech Majlist Specialist

PwC; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading consulting firm in Dubai is seeking a candidate for a role in Information Technology within Internal Firm Services. The position focuses on managing technology processes to enhance service quality and customer satisfaction. Specific responsibilities include oversight of incident management, supporting training initiatives, and ensuring effective asset management practices. The ideal candidate should have a proven track record in IT service management and be committed to continuous improvement within the company.

Qualifications

• Experience in managing incident recovery processes and documentation.
• Strong understanding of customer satisfaction best practices.
• Ability to facilitate training sessions effectively.

Responsibilities

• Monitor service quality and implement improvements.
• Manage incident processes for efficient service restoration.
• Provide support for requests and document responses.
• Facilitate training sessions for service improvements.
• Support rollout projects and maintain asset accuracy.

Skills

Incident management

Customer support

Training facilitation

Asset management

Job description

Description

SummaryA 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.

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 decision-making.