Service Desk Agent – Enterprise Itsm Operations (24/7)
PwC Belgium Tax News
Hybrid
Service desk or application support experience
Hands-on jira service management proficiency
Strong troubleshooting and analytical skills
The role focuses on investigating, resolving, and coordinating escalated incidents and service requests using Jira Service Management within a 24/7 operational model
Job Summary
The role focuses on investigating, resolving, and coordinating escalated incidents and service requests using Jira Service Management within a 24/7 operational model.
Candidates must demonstrate strong troubleshooting skills and practical knowledge of ITIL processes including incident management and SLA handling.
The company offers extensive benefits including hybrid working models, medical and wellbeing programs, and opportunities for individualized benefits packages.
Matching Summary
The role focuses on investigating, resolving, and coordinating escalated incidents and service requests using Jira Service Management within a 24/7 operational model.
Skills & Requirements
Must-have
Service Desk or Application Support experience
Hands-on Jira Service Management proficiency
Strong troubleshooting and analytical skills
Knowledge of ITIL Incident Management processes
Ability to work in 24/7 shift-based model
Nice-to-have
Experience with Salesforce user support
Familiarity with AI-powered automation tools
Background in large-scale public-sector environments
Exposure to integrated ITSM ecosystems
ITIL Foundation certification or equivalent
Key Requirements
Experience in Service Desk / Application Support roles
Very good English communication skills (written and spoken)
High attention to detail and documentation quality