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

PwC Poland

Poland
Not specified; not specified; benefits include lun...
Hybrid
Experience in service desk or application support
Hands-on experience with jira service management
Practical understanding of itil incident management
PwC Poland is seeking a Service Desk Agent for their Enterprise ITSM Operations team, which operates 24/7 in a hybrid work model. The role involves managing escalated incidents and service requests using Jira Service Management, requiring strong troubleshooting skills and a practical understanding of ITIL processes

Job Summary

  • The role focuses on investigating and resolving escalated incidents while coordinating with application and infrastructure teams within a 24/7 operational model.
  • Candidates must demonstrate strong troubleshooting skills and the ability to use new technologies and AI-powered tools for task automation and analysis.
  • Employees gain access to extensive benefits including hybrid working models, sabbatical leave, medical care packages, and certification co-financing by PwC.

Matching Summary

Match Score: 85

PwC Poland is seeking a Service Desk Agent for their Enterprise ITSM Operations team, which operates 24/7 in a hybrid work model. The role involves managing escalated incidents and service requests using Jira Service Management, requiring strong troubleshooting skills and a practical understanding of ITIL processes.

Salary

Not specified; Not specified; Benefits include lunch pass, concierge, veterinary package, massages, and paid birthday off

Skills & Requirements

Must-have

  • Experience in Service Desk or Application Support
  • Hands-on experience with Jira Service Management
  • Practical understanding of ITIL Incident Management
  • Strong troubleshooting and analytical skills
  • Ability to work in a 24/7 shift-based model

Nice-to-have

  • Experience with Salesforce user support
  • Knowledge of AI-powered tools for automation
  • Familiarity with change or problem management processes
  • Experience in large-scale or public-sector environments
  • Exposure to integrated ITSM ecosystems

Key Requirements

  • Very good English communication skills
  • High attention to detail and documentation quality
  • Process-driven mindset in regulated environments

Work Rights

Not specified

Tailored Resume

Cover Letter