IN - Associate_ IT Advisor _tech - Cloud & Enterprise Tech Services_ifs_pan India

IT Advisor

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.

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 strong technical expertise, leadership in support operations, and a commitment to continuous improvement from a quality perspective.

Responsibilities:

• 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.
• 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
• Oversee asset allocation for new hires and manage exit clearance procedures.
• Ensure adherence to PAN India asset management policies.
• 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.
• 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 of 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.
• 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.
• 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.