Service Desk Agent – Enterprise Itsm Operations (24/7)
PwC
Poland
Hybrid
Experience in service desk or application support role
Hands-on experience with jira service management
Practical understanding of itil processes
The team operates as part of PwC Poland's Application Managed Services, focusing on real-time monitoring and rapid response to ensure global client operations run smoothly
Job Summary
The team operates as part of PwC Poland's Application Managed Services, focusing on real-time monitoring and rapid response to ensure global client operations run smoothly.
This role involves investigating escalated incidents, resolving service requests via Jira Service Management, and coordinating with infrastructure and vendor teams while adhering to strict SLAs.
Employees benefit from a hybrid working model, flexible start times, comprehensive medical and wellbeing programs, and opportunities for professional development including certified training.
Matching Summary
The team operates as part of PwC Poland's Application Managed Services, focusing on real-time monitoring and rapid response to ensure global client operations run smoothly.
Skills & Requirements
Must-have
Experience in Service Desk or Application Support role
Hands-on experience with Jira Service Management
Practical understanding of ITIL processes
Strong troubleshooting and analytical skills
Very good English communication skills
Ability to work in shift-based 24/7 model
Nice-to-have
Experience with Salesforce user support
Knowledge of AI-powered tools and automation
Familiarity with change or problem management
Experience in large-scale or public-sector environments
ITIL Foundation certification or equivalent
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)
High attention to detail and documentation quality