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

PwC PricewaterhouseCoopers GmbH

Poland
Hybrid
Experience in service desk or application support role
Hands-on experience with jira service management
Practical understanding of itil incident management processes
The team operates as part of a 24/7 support model where members react before problems are noticed by clients

Job Summary

  • The team operates as part of a 24/7 support model where members react before problems are noticed by clients.
  • Employees benefit from a hybrid working model, flexible start times, workation options, and sabbatical leave.
  • The role involves handling escalated incidents, performing technical investigations, and ensuring audit-ready documentation within SLAs.

Matching Summary

The team operates as part of a 24/7 support model where members react before problems are noticed by clients.

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
  • Demonstrated knowledge of AI-powered tools for 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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