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PwC Service Delivery Center
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IN-Associate_ M365 & Collaboration_IN_IT_ Services CO_IFS_PAN India

IN-Associate_ M365 & Collaboration_IN_IT_ Services CO_IFS_PAN India

PwC Service Delivery Center

5 - 9 years

11 - 15 Lacs

Gurugram

Posted:Just now| Platform:

Apply

Skills Required

IT services Crisis management Ticketing Microsoft Sharepoint Contract management IFS Business strategy Troubleshooting Service quality Information technology

Work Mode

Work from Office

Job Type

Full Time

Job Description

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS Internal Firm Services Other

Management Level

Associate

& Summary

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.
In service management at PwC, you will focus on overseeing and confirming the delivery of quality and timely services. You will monitor vendor compliance with contractual agreements for service quality, availability, and reliability, manage the business and delivery of services, and lead service recovery in case of major incidents.

Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purposeled and valuesdriven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us .

& Summary

A career within Information Technology as a Support Technician at Tech Hub involves providing firstline technical assistance and support for queries and issues related to application platforms. This position assists with maintaining optimal system functionality and ensures customer satisfaction through resolving technical problems.

Handle escalated issues from Level 1 support related to Office 365, Intune, Exchange Online, SharePoint, Teams, and other collaboration tools.
Diagnose and resolve complex technical problems with Microsoft 365 services and Google Workspace applications.
Create and maintain detailed documentation of issues, resolutions, and configurations within the ticketing system.
Work closely with Level 1 support, engineering teams, and other stakeholders to resolve issues and improve system performance.
Configure and manage Google Workspace settings, security policies, and user accounts, including managing mobile devices and performing security audits.
Provide guidance and training to users on Google Workspace and Vault functionalities, including onboarding and offboarding procedures.
Manage security settings, enforce policies, and ensure data governance and compliance within the organization.
Monitor system performance, identify potential issues, and implement solutions to maintain optimal system functionality.
Create and maintain documentation, knowledge base articles, and best practices for Google Workspace and Vault administration.
Manage data retention policies for eDiscovery purposes.
Ensure proper recording and closure of all reported issues

Mandatory skill sets

Strong understanding of Microsoft 365, including Exchange Online, SharePoint Online, Teams, OneDrive, and Intune.
Proven ability to diagnose and resolve complex technical issues.
Understanding of cloud services and platformasaservice (PaaS) offerings.
Familiarity with ticketing systems and support tools

Preferred skill sets

Relevant Microsoft 365 certifications (e.g., MS900, MS100, MS101) and Google Workspace Administrator Certification.

Years of experience required

4+ yrs

Education qualification

Any Ug/Pg

Education

Degrees/Field of Study required Master Degree, Bachelor Degree

Degrees/Field of Study preferred

Required Skills

Microsoft SharePoint

Accepting Feedback, Accepting Feedback, Active Listening, Communication, Communications Planning, Conflict Resolution, Contract Management, Contract Negotiation, Crisis Management, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Developing Service Standards, Emotional Regulation, Empathy, Escalation Management, Inclusion, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC), Issue Management, IT Business Strategy, ITIL Compliance, IT Project Lifecycle, IT Service Management (ITSM) {+ 19 more}

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