What are the responsibilities and job description for the IT Help Desk position at PA Consulting?
Company Description
To join the US Service Delivery team as part of our Global Helpdesk, in partnership with the UK support teams as the first point of contact for our people with IT problems. Will include working on support tickets against an agreed service level and completing Laptop/Mac and mobile builds to PA specifications.
Understand the need to comply with firm wide processes, escalate issues as appropriate and work with the US Service Delivery Manager to optimise the support the IT team provide.
Help manage stock levels, work with local suppliers and provide input to service analysis and reviews when asked. Demonstrate strong technical knowledge and be flexible to travel if required.
Week 1 9-6 Monday to Friday in the office
PA. Bringing Ingenuity to Life.
Job Description
- Maintain high levels of support to US people against agreed SLAs
- Ensure compliance with firm wide processes, and implement global IT policies
- Meet the service level agreement for tickets in the US, especially for those based in Boston.
- Respond quickly to service requests, discuss priorities, and work to agreed plan
- Escalate to US Service Delivery Manager relevant service issues, and provide feedback to IT colleagues
- Stock management and purchasing, contribute to regular reporting and projections for the US Service Delivery Manager
- Support Line Manager and IT colleagues to deliver great service
- Support queue management and link to our Global Helpdesk
- Travel if/when needed, specifically around Boston or Denver / West region.
Qualifications
- Accountabilities:
- 40%
- Problem tickets, dealing with support requests logged and taking calls from our people
- 35%
- Laptop/Mac/Phone builds. New Hires/Leavers/Upgrades
- 10%
- Maintain stock and consumable levels, link up with US IT colleagues to coordinate kit
- 15%
- Cover IT colleagues and be available to provide support towards the end of the working day to other PA offices remotely and support meetings and events in your region
- Qualifications for this role:
- Academic excellence (degree ideal, but not essential)
- Must have strong IT knowledge - Windows and OSx
- Microsoft Office / Teams
- Mac support experience
- Customer service experience
Additional Information
All your information will be kept confidential according to EEO guidelines.