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  • IT Helpdesk Administrator at PricewaterhouseCooper (PwC)

  • Posted on: 6 December, 2019 Deadline: Not Specified
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  • PricewaterhouseCooper (PwC) firms help organisations and individuals create the value they’re looking for. We’re a network of firms in 158 countries with more than 250,000 people who are committed to delivering quality in Assurance, Tax and Advisory services. In Sub-Saharan Africa, we're the largest provider of professional services with offices in 34 countries and over 9,000 people.

    IT Helpdesk Administrator


    Job Profile Summary

    • To provide a point of user contact for all problems and inquiries regarding IT services, and to ensure that end users are receiving the appropriate assistance with high levels of customer service.

    Job Descriptions

    • Proactively checking the Helpdesk portal for new tickets and allocating tickets to the appropriate support groups and assignees.
    • Take sole ownership of all assigned tasks and operations at the Helpdesk.
    • Ensure all tickets are logged and resolved before close of business and cases of escalations must be properly documented.
    • Proper understanding and navigation of the portal for incidents and service requests raised to the Helpdesk.
    • Manage the phone lines and ensure users are responded to courteously. • Interface with users physically, via remote assistance or telephone on IT related issues and help resolve quickly with at least 90% first call resolution.
    • Keep customers informed of progress of their tickets and problems that cannot be resolved on first call.
    • User Desktop and Application Support skills. For example, resolve basic issues around applications installed on users’ machines.
    • Reach out to users to get their confirmation that their requests have been satisfactorily resolved; mark the ticket resolved and request they fill the customer satisfaction form they receive upon marking the ticket resolved.
    • Escalate and liaise with 2nd and 3rd level support for issues they are unable to resolve.
    • Document resolution to known issues in the knowledge database.
    • Send daily and weekly report to the Systems Manager and IT Country head on the Helpdesk activities in a timely manner to support the unit’s overall report.
    • Analyze call logs in order to spot common trends and underlying root cause.
    • Coordinate and provide guidance to interns on tasks assigned.
    • Always ensure clean desk environment.
    • Perform password resets on the Active Directory and accounts creation on the printer and other platforms.


    • 1-2 years’ experience in a similar role.
    • Proven experience in Helpdesk support or Customer support.

     Skills Required:

    • Must be articulate and have excellent verbal and written communication skills.
    • Tech savvy with working knowledge of laptops, general office applications like Microsoft Office tools.
    • Analytical and troubleshooting skills with the ability to think outside the box.
    • Must possess logical thinking skill.
    • Courteous, customer-oriented and cool-tempered.
    • Must possess ability to work with a team.
    • Must be flexible and willing to work long hours.

    Education Requirements:

    • B.Sc in Computer Science

    Method of Application

    Interested and qualified candidates should send their CV to: using the "Job title" as subject of the email.

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