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

PwC

Poland
Hybrid
Experience in service desk or application support
Hands-on experience with jira service management
Practical understanding of itil processes
The role focuses on investigating, resolving, and coordinating escalated incidents and service requests within a 24/7 operational model

Job Summary

  • The role focuses on investigating, resolving, and coordinating escalated incidents and service requests within a 24/7 operational model.
  • Employees benefit from a hybrid working model, flexible start times, and comprehensive development support including certification co-financing.
  • The team is recognized worldwide for deploying innovative Customer Experience solutions and maintaining critical infrastructure operations.

Matching Summary

The role focuses on investigating, resolving, and coordinating escalated incidents and service requests within a 24/7 operational model.

Skills & Requirements

Must-have

  • Experience in Service Desk or Application Support
  • Hands-on experience with Jira Service Management
  • Practical understanding of ITIL processes
  • Strong troubleshooting and analytical skills
  • Very good English communication skills

Nice-to-have

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

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 (written and spoken)
  • Ability to work in shift-based 24/7 schedule

Work Rights

Not specified

Tailored Resume

Cover Letter