Service Desk Agent – Enterprise Itsm Operations (24/7)
PwC Poland
Hybrid
Jira service management
Itil processes
24/7 support model
This role focuses on investigation, resolution, and coordination, working with escalated incidents and service requests using Jira Service Management as the primary platform
Job Summary
This role focuses on investigation, resolution, and coordination, working with escalated incidents and service requests using Jira Service Management as the primary platform.
The position operates in a 24/7 support model, with shifts planned as part of a continuous service.
By joining us you gain: Work flexibility - hybrid working model, flexible start of the day, workation, sabbatical leave, Development and upskilling - our full support during onboarding process, mentoring from experienced colleagues, training sessions, workshops, certification co/financed by PwC and conversations with native speaker, Medical and wellbeing program - medical care package, mindfulness, psychological support, education through dedicated webinars and workshops, financial and legal counseling.
Matching Summary
This role focuses on investigation, resolution, and coordination, working with escalated incidents and service requests using Jira Service Management as the primary platform.
Skills & Requirements
Must-have
Jira Service Management
ITIL processes
24/7 support model
technical investigation and resolution
SLA handling
Nice-to-have
Salesforce experience
large-scale environments
integrated ITSM ecosystems
change or problem management
Key Requirements
Experience in Service Desk / Application Support / IT Support
Hands-on experience with Jira Service Management or comparable ITSM tool
Practical understanding of ITIL processes
Strong troubleshooting and analytical skills
Demonstrated knowledge of new technologies and AI-powered tools
Ability to work in a process-driven, regulated environment
Very good English communication skills
High attention to detail and documentation quality