Description

Join us in cultivating a collaborative workplace driven by unique perspectives. We’re proud PwC advances a culture that helps everyone to thrive. It's one of the reasons we're recognized as a "Top Company" to work for in Canada. As you ignite a meaningful career and build a network that’ll last for life, you'll work with people from diverse backgrounds and industries to help solve important problems, empowered by technology to turn today's ideas into tomorrow's solutions. We cultivate an environment in which our differences are embraced and our people feel comfortable bringing their whole selves to work. An empowering and diverse environment starts with you. Are you ready to get started?

A career in Products and Technology would provide you the opportunity to be part of an organization that is building a leading tech experience that solves big challenges for our firm and our clients. Our products and tech-driven solutions are how we move faster, cut through complexity and fuel growth. We start with the problem and solve it with experience and tech know-how. Our skilled technologists, data scientists, product managers and business strategists are passionate about using technology to accelerate change.

Our internal facing team collaborates with the PwC product teams to help operationalize, deploy and automate our technology products. Our team provides white-glove support and runs, operates and maintains the product with the highest level of standards.

Reporting to the OTS Customer Experience and Operations Lead, the PC Asset Management Specialist is responsible for the life cycle management of PwC’s fleet of end user computing devices.

As the PC Asset Management Specialist, you will ensure the integrity of the PC asset data; standard operating procedures are documented and maintained; and asset management processes are accurately executed by OTS team members. You will contribute to the assessment and recommendation of PC replacement options and project manage the hardware refresh process.

Important point(s) to consider

COVID-19 Vaccination Policy: Putting the safety of our people and clients first as we look to a hybrid future: The health, well-being and safety of our colleagues, clients, and communities is our number one priority. Vaccinations have proven to reduce the risk of COVID-19. Effective Friday, October 1, 2021, PwC Canada requires all partners, staff, contractors and visitors to be fully-vaccinated when entering a PwC location, subject to applicable legal exemptions. At PwC, the future ways of work will be a hybrid of in-person and virtual, allowing choice and flexibility to explore new ways of working and collaborating. Read this press release for further details.

What you’ll create and do

At the Senior Associate level, you’ll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:

Risk and quality (25%)

Asset management process owner

Managing, maintaining, and adhering to standard operating processes and procedures

Asset record integrity, timely completion of asset related sign-offs

Adherence to OGC Hold Policies through asset lifecycle

Termination PC collection / escalation

Monitoring outstanding PC returns

PC Termination Bot processing (2x weekly)

Departure information review/coordination of courier activities for return pickups

Escalation to OGC of individuals who will not provide information/return PC

Monthly and periodic asset reconciliations

Merger & Acquisition activities

ISO participation

Onsite asset inventory reconciliation for home office

Operations and Projects (65%)

ServiceNow Asset Management Subject Matter Expert

Contract management

Asset loading and reconciliation

Request workflow issue investigation/escalation

Continuous improvement of the Asset Management function

Trend identification, escalation and tracking of PC and core application problems to Desktop Engineering

Vendor escalation for desktop issues identified by Desktop Engineering in conjunction with DE Service Manager

Non-standard hardware request review & approval

New hire PC forecasting

Lease end activities

Vendor PC provisioning 

Project management of lease refresh cycles

Lease End website management

New image and OS upgrade testing

Asset Management Council participation

Global EUDM call attendance

People management (5%)

Coaching and development of designated OTS Technologists

Vendor Management (5%)

PC and peripheral vendor management

What you’ll bring to this role

An interest in upskilling for a digital world and technology trends, an openness to learning new tools and adapting how you work

A demonstrated commitment to valuing differences and working alongside diverse people and perspectives

Formal education in Computer Science (or equivalent)

Leadership training preferred

ITIL Foundations v4 Certification

Technical experience in IT Deskside Support or PC Asset Management

Experience managing IT implementations and/or deployments

Experience managing customer hardware break/fix and lease swap activities

Working knowledge of industry standard office productivity applications (document, spreadsheet and presentation software)

Working knowledge of industry standard incident, request, asset and knowledge management applications

Working knowledge of data analytics and automation tools

Understanding of procurement and lease contract management

Excellent discretion when dealing with sensitive information

Ability to negotiate and influence effectively

Clearly communicates efficiently and professionally to peers, managers and stakeholders

Provides services to customers according to predetermined requirements and quality standards as defined in operations guides and standard operations procedures

Challenges the status quo to improve the customer experience 

Demonstrates strong verbal and listening skills to liaise with local stakeholders and customers to understand their needs and respond to customer inquiries, incidents and requests using appropriate non-technical business language on a daily basis

Demonstrates sound judgement, problem solving, conflict management and customer service