THE ROLE: 

The Global Helpdesk is the main point of contact for all IT and telephony problems, supporting a 3000+ User-base globally for PA, and for a number of external Client Users. This support is provided 24x7 and there is an expectation for all analysts to take part in working shifts, nights and weekends.
 
The role involves taking calls and e-mails from these Users, diagnosing the nature of their issue via structured questioning techniques and resolving them at first point of contact wherever possible. Calls that are not fixed at first point of contact are passed to alternative support teams and are monitored for progression throughout their lifecycle. 

There will be opportunities to spend time as a member of the various support teams, in order to strengthen the knowledge held by the Helpdesk and to explore possible future career paths. The role includes various administration type tasks and it is likely that team members will also have the chance to be involved with projects too. 

YOUR CURRENT EXPERIENCE: 

The successful candidate will have: high standards of telephone communication skills, with excellent verbal and written communication; problem solving as well as excellent listening skills; ability to deal with stressful situations; and able to work both in a team and as an individual. The successful candidate must also be professional, helpful and polite, have confidence in their own abilities as well as those of their colleagues, be flexible and adaptable to change, be patient, show enthusiasm, and have high levels of motivation. 

Please note, a Customer Services background is desirable, preferably in a Helpdesk environment. 

ABOUT PA CONSULTING GROUP: 

PA is a different kind of consulting firm. Employee-owned, award-winning, independent, highly successful, global, and ambitious for further growth - we look to hire exceptional people and provide them with opportunities that they will not find elsewhere. We have won numerous awards for delivering complex and highly innovative assignments, run one of the most successful venture programmes in our industry, have technology development capability that few firms can match, deep expertise across key industries and government, and a unique breadth of skills from strategy to IT to HR to applied technology. 

WORKING IN CORPORATE: 

PA Consulting Group’s business support team is critical to the company's success and the delivery of its ambitions. The team help support day-to-day operations, build the PA brand, ensure our technology is leading-edge, attract and motivate the best consultants into PA, and deliver support wherever it is needed. In this way, we ensure our consultants are best placed to deliver what is most important at PA -- client value.

We are committed to our business support team’s personal and career development. All employees -- not only consultants -- have the opportunity to become shareholders in PA, and so we all think and act as owners of the firm, rather than just 'employees'. 

DIVERSITY: 

PA is a meritocracy. We are committed to recruiting, promoting and remunerating our employees solely on the basis of their ability to contribute to PA’s objectives, without regard to their sex, race, disability, religion/belief, sexual orientation, gender reassignment, national origin, ethnicity, age, marital or civil partnership status or part-time or fixed-term status unrelated to the job involved. Diversity is something which makes PA a stronger company; it is something which we value and want to continue to enhance. 

TO APPLY: 

Email your CV along with a supporting message that demonstrates your skills, experience and salary expectations.