Management Information (MI) Administrator

Recruiter
PWC 1
Location
London (Greater)
Posted
03 Dec 2017
Closes
15 Dec 2017
Contract Type
Permanent
Hours
Full Time
Our Global Information team are looking for an Administrator to support with incoming management information (MI) requests from across the firm. The Global Information (GI) team provide analysis, insight and reporting for PwC globally and therefore their work engages with stakeholders from across our 158 territories worldwide
Purpose:You will be responsible for managing all incoming requests and tickets requiring the GI team attention.

The role involves managing incoming and outgoing communication concerning our requests which include reporting, access requests, data quality issues, general queries from territories and various internal requesting parties.

You will provide support and assistance to requestors by facilitating appropriate resolutions.
Responsibilities/Duties:

Managing multiple requests and allocation of requests to resources

Manage different queries/requests from Email (Helpdesk ID), Spark (our Intranet), GCP, GDW etc. and prioritize requests

Update requestor of progress and track progress from assigned team

Guide requestor to the right resource in GI for immediate troubleshooting of technical issues or general queries on how to use tools/applications

Evaluate availability of resource for servicing requests and identify pertinent team member for assignment

Assign request to pertinent team member basis severity, priority level, technology and email assigned member details to the requester

Ensure logging of helpdesk email requests into tickets

Ensure team member’s ticket/request workloads are evenly balanced where possible

Manage aged tickets by escalating or reassigning to other resources

Participate in Quality Assurance Reviews of select tickets/requests

Report on GI’s performance on incidence management

Categorize requests into Report requests, Access requests, Data quality issues, General enquiries

Report GI’s key service reporting metrics (e.g. ticket volumes, aging, IT teams SLA performance etc.)

Update and Follow up activities

Update requestor about action and expected SLA for resolution

Ask follow up questions to clarify on the request, on the helpdesk ticket and maintain resulting correspondence into a ticket

Track and monitor resolution progress and update requestor in case of delay

Access Management activities

Control access to reports, for e.g., Approve or deny TM1 reporting access

Control access to GDW/ GCP/ Qlikview to avoid data manipulation

Experience and Skills RequiredEssential

Knowledge of Management Information requests and analysis

Experience of working towards SLAs

Business administration experience

Awareness of data and reporting, process classification and severity levels for issue resolution

Excellent communication skills , service oriented with a pleasing personality

Excellent customer service attitude and ability to identify and assign issues

Strong teamwork and multitasking ability in a fast paced work environment

Demonstrate strong process and administrative skills.

Desirable

Experience as Service desk coordinator or customer

Location
London


Internal firm services


In order to deliver a first-class service to our clients, we need first-class support internally. Internal firm services is a network of specialist support professionals and includes marketing, recruitment, human capital, finance, technology, learning and development, procurement, to name but a few. Each team plays a vital role in making sure we have all the right resources, services and technology across our business.


The skills we look for in future employees


All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, ‘The PwC Professional’ and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.


Learn more here www.pwc.com/uk/careers/experienced/apply


Diversity


We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Creating value through diversity is what makes us strong as a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.


Learn more here www.pwc.com/uk/diversity