Line of Service Internal Firm Services Industry Sector Not Applicable Specialism IFS - Internal Firm Services - Other Management Level Associate Summary At PwC our people in infrastructure focus on designing and implementing robust secure IT systems that support business operations They enable the smooth functioning of networks servers and data centres to optimise performance and minimise downtime In infrastructure engineering at PwC you will focus on designing and implementing robust and scalable technology infrastructure solutions for clients Your work will involve network architecture server management and cloud computing experience 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 purpose-led and values-driven 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 At PwC we believe in providing equal employment opportunities without any discrimination on the grounds of gender ethnic background age disability marital status sexual orientation pregnancy gender identity or expression religion or other beliefs perceived differences and status protected by law We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm s growth To enable this we have zero tolerance for any discrimination and harassment based on the above considerations Summary The IT Advisor will manage and optimize IT support services across the respective location This role involves proactive ticket management process improvement stakeholder engagement asset management and compliance with audit The ideal candidate will demonstrate robust technical expertise leadership in support operations and a commitment to continuous improvement from a quality perspective Responsibilities Service Desk Operations Monitor and manage support tickets in ServiceNow for timely resolution Maintain high ticket quality and reduce reopen rates Handle end-user escalations with professionalism and efficiency Strong communication skills to effectively solve complex problems Experience with vendor management and hardware management Process Improvement Compliance Refine IT support processes to meet SLAs and improve user satisfaction Identify service delivery gaps and implement improvement programs Ensure closure of audit points and prevent repeat findings Maintain compliance with ISO audit standards and OneDrive backup protocols Ensure high levels of customer satisfaction CSAT by delivering timely effective support and maintaining a CSAT score of 95 Monitor feedback trends and drive continuous improvement in communication resolution quality and user experience Conduct ticket quality assessments Connect with new joiners post 1 month to enhance satisfaction Asset Onboarding Management Oversee asset allocation for new hires and manage exit clearance procedures Ensure adherence to PAN India asset management policies Stakeholder Engagement Conduct quarterly stakeholder meetings to maintain customer satisfaction Communicate regularly with site leads and internal teams Document meeting minutes and follow up on open issues Coordinate with external vendors to ensure timely resolution of end user issues adhering to SLA commitments and escalation protocols Monitor vendor performance enforce compliance with service standards and manage end-to-end support until closure Ability to manage third-party resourcing teams Technical Expertise Guide and support Helpdesk engineers Use collaboration tools MS Teams Google Meet Webex for event management Having a good knowledge and troubleshoot Windows OS and application related issues Should have a good knowledge on ServiceNow and M365 applications Knowledge of operating system management and mobile technology support Basic understanding of cloud computing concepts Familiarity with security tools and diverse hardware systems Reporting Analytics Analyze ticket trends and implement issue reduction strategies Prepare advanced daily weekly monthly reports to CIO and COO using Excel PowerPoint and Power BI tools Develop and maintain operational and compliance reports to monitor end user support performance SLA breaches and backup compliance Ensure timely publishing of dashboards and metrics aligned with defined KPIs and service standards Project Contribution Support PAN India initiatives and ensure timely project delivery Mandatory skill sets IT Advisor service desk Incident management servicenow Preferred skill sets ITIL Foundation certification or higher ISO 27001 audit knowledge or certification is a plus Minimum 5-7 years of experience in IT support or service desk operations Proven experience with ServiceNow or similar ticketing platforms Hands-on experience in managing IT assets and compliance audits Strong background in stakeholder engagement and cross-functional collaboration Years of experience required 4 yrs Education qualification Bachelor s degree in computer science Information Technology or related field Bachelor s degree in computer science Information Technology or related field Education if blank degree and or field of study not specified Degrees Field of Study required Bachelor of Engineering Degrees Field of Study preferred Certifications if blank certifications not specified Required Skills Business Analytics Optional Skills Accepting Feedback Accepting Feedback Active Listening Amazon Web Services AWS Architectural Engineering Business Continuity Cloud Architectures Cloud Compliance Cloud Infrastructure Cloud Migration Cloud Virtualization Communication Continuous Deployment Continuous Integration Continuous Delivery CI CD Data Infrastructure DevOps Practices Disaster Recovery Emotional Regulation Empathy Google Cloud Platform Hardware Troubleshooting Hybrid Cloud Identity and Access Management IAM Inclusion Infrastructure Architecture 26 more Desired Languages If blank desired languages not specified Travel Requirements Not Specified Available for Work Visa Sponsorship No Government Clearance Required No Job Posting End Date

📌 In- Associate It Advisor Tech - Cloud & Enterprise Tech Services Ifs Pan India
🏢 PwC
📍 India