Service Desk Agent – Enterprise Itsm Operations (24/7)

PwC

Poland
Not specified; not specified; benefits include med...
Hybrid
Experience in service desk or application support role
Hands-on experience with jira service management
Practical understanding of itil incident management processes
PwC Poland is seeking a Service Desk Agent for its Application Managed Services team, which operates 24/7 and focuses on incident resolution and operational support using Jira Service Management. The ideal candidate will have experience in IT support, strong troubleshooting skills, and a good understanding of ITIL processes

Job Summary

  • The team operates as part of PwC Poland's Application Managed Services, focusing on real-time monitoring and immediate response to application issues.
  • This role involves investigating escalated incidents, coordinating with infrastructure and vendor teams, and ensuring audit-ready documentation within SLAs.
  • Employees benefit from a hybrid working model, flexible start times, sabbatical leave, and comprehensive medical and wellbeing programs including psychological support.

Matching Summary

Match Score: 85

PwC Poland is seeking a Service Desk Agent for its Application Managed Services team, which operates 24/7 and focuses on incident resolution and operational support using Jira Service Management. The ideal candidate will have experience in IT support, strong troubleshooting skills, and a good understanding of ITIL processes.

Salary

Not specified; Not specified; Benefits include medical care, mindfulness, financial counseling, lunch pass, and birthday off

Skills & Requirements

Must-have

  • Experience in Service Desk or Application Support role
  • Hands-on experience with Jira Service Management
  • Practical understanding of ITIL Incident Management processes
  • Strong troubleshooting and analytical skills
  • Knowledge of AI-powered tools for task automation
  • Very good English communication skills written and spoken

Nice-to-have

  • Experience with Salesforce user support and troubleshooting
  • Experience in large-scale or public-sector environments
  • Exposure to integrated ITSM ecosystems and automations
  • Familiarity with change or problem management processes
  • ITIL Foundation certification or equivalent hands-on experience

Key Requirements

  • Experience in Service Desk / Application Support / IT Support role
  • Hands-on experience with Jira Service Management
  • Practical understanding of ITIL processes
  • Very good English communication skills
  • Ability to work in shift-based 24/7 operational service

Work Rights

Not specified

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