Service Desk Agent - Enterprise ITSM Operations (24/7)

Descrizione del lavoro:

Job Description & Summary

The Application Managed Services team is a part of PwC Poland, involving 70 superheroes who react before anyone even notices a problem! Our work requires constant monitoring of the operation of applications and real-time response. We also improve existing products and introduce new functionalities, so that applications can advance in parallel with our clients' growth. Our work is recognized worldwide - from Newfoundland to Singapore; we work in several languages. We repair, keep our fingers on the pulse, create CR, document, and sometimes teach our clients' employees. That is why planes fly, satellites transmit a signal, publishing houses print books, and cars are delivered ahead of schedule. The better we work, the less you notice us. Plus, we simply love what we do. We deploy the most innovative Customer Experience solutions for our clients.

We are looking for:
Service Desk Agent - Enterprise ITSM Operations (24/7)

In this operating model, initial intake and dispatch of tickets is handled by a separate team. This role focuses on investigation, resolution, and coordination, working with escalated incidents and service requests using Jira Service Management as the primary platform.
The position operates in a 24/7 support model, with shifts planned as part of a continuous service.

Your future role:

* Handle incidents and service requests escalated from the initial support layer,
* Perform technical investigation, diagnosis, and resolution within agreed support scope,
* Progress tickets through Jira Service Management workflows in line with SLAs and priorities,
* Coordinate with application, infrastructure, and vendor teams when further escalation is required,
* Ensure clear, accurate, and audit-ready documentation in tickets,
* Communicate professionally with internal teams and stakeholders,
* Support operational activities during major incidents,
* Identify recurring issues and contribute input to problem management,
* Follow established security, compliance, and governance requirements,
* Participate in shift-based work as part of a 24/7 operational service.

Apply if you have:

* Experience in a Service Desk / Application Support / IT Support role,
* Hands-on experience with Jira Service Management or a comparable ITSM tool,
* Practical understanding of ITIL processes, especially:
* Incident Management,
* Service Request Management,
* Escalation and SLA handling,
* Strong troubleshooting and analytical skills,
* Demonstrated knowledge of new technologies and AI-powered tools in your daily work (e.g., task automation, information analysis, content creation),
* Ability to work in a process-driven, regulated environment,
* Very good English communication skills (written and spoken),
* High attention to detail and documentation quality.

Nice to have:

* Experience with Salesforce (user support, basic issue analysis, or operational troubleshooting),
* Experience in large-scale or public-sector environments,
* Exposure to integrated ITSM ecosystems (multiple tools, automations, integrations),
* Familiarity with change or problem management processes,
* ITIL Foundation certification or equivalent hands-on experience.

By joining us you gain:

* Work flexibility - hybrid working model, flexible start of the day, workation, sabbatical leave,
* Development and upskilling - our full support during onboarding process, mentoring from experienced colleagues, training sessions, workshops, certification co/financed by PwC and conversations with native speaker,
* Medical and wellbeing program - medical care package, mindfulness, psychological support, education through dedicated webinars and workshops, financial and legal counseling,
* Possibility to create your individual benefits package (a.o. lunch pass, concierge, veterinary package for a pet, massages) and access to a cafeteria - vouchers, discounts on IT equipment and car purchase,
* 3 paid hours for volunteering per month,
* Additional paid Birthday Day off​,
* And when you start enjoying PwC as much as we do, you may recommend your friend to work with us.

Recruitment process:

* Apply,    
* Talk to our recruiter on a short HR screening call,   
* Get to know us better during the interviews.

Send your application today! In case you have any additional questions, contact us: pl_ITrecruitment@pwc.com. Please note that this email is not designated for application submissions.

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