IN- Associate_ IT Advisor _Tech - Cloud & Enterprise Tech Services_IFS_PAN India

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Associate

Job Description & 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 about us.

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.

Job Description & 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 strong 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