IT Support

Line of Service

Internal Firm Services

Industry/Sector

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. Our Information Technology Generalist - Practice Support team focuses on managing the design and implementation of technology infrastructure within PwC, developing and enhancing internal applications, and providing technology tools that help create a competitive advantage for PwC to drive strategic business growth.

Role: IT Support

Location: Guernsey

Line of Service: Technology and Transformation

Grade: Associate/Senior Associate

Contracted Hours per Week: 37.5 hours

PwC Channel Islands Overview

PwC is a highly dynamic professional services firm offering Advisory, Tax, Audit and other assurance services to a large portfolio of international and local clients. The Channel Islands firm employs 600+ staff in offices across Jersey, Guernsey and Alderney and is part of an international network of 151 PwC firms employing over 364,000 staff.

Job Summary:

We are seeking a highly skilled and motivated IT Support person to join our Technology & Transformation team in the Channel Islands. As an IT Support person, you will be responsible for providing technical assistance and support to our employees. Your primary goal will be to ensure the smooth operation of our technology systems and infrastructure, resolving any issues that may arise in a timely and efficient manner. Additionally, you will be based in our Tech Hub in Guernsey, which aims to deliver a Next Generation Technology experience in a central location for IT engagement, education, and innovation.

You will be an integral part of our wider team of skilled and experienced Project Managers and IT specialists, currently based in Jersey. Technology is at the heart of our strategy, and the Tech & Transformation team plays a crucial role in embedding digital into our firm. As an IT Support person, you will have the opportunity to build relationships and enable new technology solutions across the business, delivering products and services that are transforming the way our firm operates.

Responsibilities:

Responsibilities include:

● IT Contract Management

○ Monitor contracts and escalate any known changes or breaches.

● Manage IT Procurement and Equipment

○ Manage Receipt of IT Equipment.

○ Laptop asset management - Initial set up and issuing of laptops (new joiners and replacements), monitoring stock and keeping the laptop asset inventory up to date.

○ Mobile Phone Asset Management - maintain phone asset inventory, monitor stock, retire old devices (incl wipe, manage lifecycle of the devices), allocation of phone numbers.

○ Manage stocks of equipment (keyboards, mice, backpacks, cables), consumables and other supplies.

● Customer Service and End User Support

○ Monitor and assign incoming tickets to correct team members, picking up tickets and providing general support to end-users.

○ Install, configure, and maintain computer systems, software, and peripherals.

○ Set up and manage user accounts, permissions, and passwords.

○ Monitor and maintain computer systems and networks, ensuring optimal performance and security.

○ Respond to support requests in a timely manner, escalating issues as necessary.

○ Provide technical support to end-users, including troubleshooting hardware and software issues, network connectivity problems, and system errors, through face to face service in the Tech Hub.

● Manage Control and Assurance

○ Conduct regular system audits to ensure compliance with company policies and procedures.

○ Assist in the development and implementation of IT policies and procedures.

● Manage IT Solutions

○ Collaborate with team members to identify and implement solutions to improve system performance and reliability.

○ Create, communicate and share technical information to audiences at all levels of the organisation.

● Knowledge Management and Best Practice

○ Stay up-to-date with the latest technology trends and advancements in the IT industry.

○ Provide training and guidance to end-users on the effective use of technology systems and software.

Direct Reports:

This role reports to:

● IT Tech Lounge Lead

There are no direct reports into this role.

Qualifications & Certifications:

● Microsoft and Google office suite experience.

● Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.

Skills & Experience Required:

Essential Skills:

● Proven experience as an IT Support person or similar role.

● Excellent knowledge of IT infrastructure and systems

● Ability to work independently and as part of a team.

● Technical expertise (some experience of Windows, Apple Mac, or iOS mobile)

● Excellent communication and interpersonal skills.

● Strong problem-solving and analytical skills.

● Experience with implementation of IT solutions.

● Experience with troubleshooting and resolving technical issues.

Desirable skills:

● Problem-Solving Skills: The ability to analyse problems, think critically, and find practical solutions to technical issues in a timely manner.

● Adaptability: The candidate should be adaptable and able to quickly learn and adapt to new technologies, systems, and processes.

● Customer Service Orientation: The candidate should have excellent customer service skills, with the ability to communicate effectively and provide a positive support experience to end-users.

● Teamwork: The ability to work collaboratively with other IT professionals and stakeholders to resolve technical issues and contribute to the overall success of the Tech & Transformation team.

● Time Management: The ability to prioritise tasks, manage workload efficiently, and meet deadlines in a fast-paced and dynamic environment.

● Proactive Approach: The candidate should have a proactive mindset, anticipating potential issues and taking preventive measures to ensure the smooth operation of technology systems. ● Continuous Learning: The willingness to stay updated with the latest technology trends and advancements, continuously improving technical skills and knowledge.

Travel Requirements:

Ad hoc travel to Jersey and Alderney when required.

The skills we look for in our people:

All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, The PwC Professional.

The PwC Professional focuses on five core attributes; whole leadership, business acumen, technical capabilities, global acumen and relationships. We use this framework to recruit, develop, and assess our people, at all grades and in all areas of our business, because we expect all of our people to be leaders.

Diversity:

We work in a changing world which 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. We aim to encourage a culture where people can be themselves and be valued for their unique strengths. Creating value through diversity is what makes us strong as a business. https://www.pwc.co.uk/diversity

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date