Management Information (MI) Administrator
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.
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 manipulationExperience 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
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
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