Senior Associate, Tech Majlis – IFS

About the role

The Senior Associate for Tech Majlis within the Internal Firm Services (IFS) team will support PwC Middle East’s technology operations across multiple countries. You will act as a key point of contact for incident management, user support, training, and project implementation, ensuring high service quality and customer satisfaction.

Key responsibilities

• Manage incident lifecycle – categorize, route, communicate progress, document resolutions, and analyse root causes.
• Provide first‑line support for desktop, network, collaboration tools, and printers, logging all requests and maintaining records.
• Deliver country‑specific training sessions on Tech Majlis tools and processes.
• Monitor and improve customer satisfaction with the Tech Majlis service.
• Assist in planning and executing Tech Majlis rollout projects, office build‑outs, and relocations.
• Maintain an accurate asset register and follow agreed asset control procedures.

Required profile

• Proven experience in IT service management or help‑desk environments, preferably at a senior level.
• Strong communication skills to interact with users, stakeholders, and service owners.
• Ability to analyse incidents, identify trends, and contribute to continuous service improvement.
• Organisational skills to support project rollouts and asset management.

Required skills

• Incident Management processes (e.g., major, complex, low‑impact incidents).
• Desktop support for Windows environments, network connectivity, collaboration platforms, and printer troubleshooting.
• Asset control and inventory management.