IT Service Desk Agent

PwC is a network of over 370,000 employees in 149 countries focused on providing the highest quality services in the areas of audit, tax advisory, consulting and technology development.

What we offer:

-Official employment;

-Remote work opportunity;

-Annual performance and grade review;

-A Dream team of experienced colleagues and high-class specialists;

-Language courses (English & Polish languages);

-Soft skills development;

-Personal development plan and career coach;

-Corporate events and team-buildings.

Job Description:

Under general supervision, the IT Service Desk agent provides remote first-line support as the primary point of contact between end users across 25 territories in CEE and the IT organization. 

Responsibilities:

· Provide first-line IT support remotely through tickets, chat, and hotline.

· Raise, update, monitor, and resolve tickets throughout their lifecycle using the ITSM tool.

· Categorize and prioritize incidents and service requests.

· Communicate incident/request resolution progress with end users effectively via remote channels.

· Serve as the initial point of contact for authorized end users via chat, tickets, or hotline, initiating the Incident Management process.

· Create new ticket records, update existing tickets, assign or transfer to appropriate support teams, and attempt resolution according to service levels.

· Provide clear technical communication about quick fixes and obtain user confirmation before closing tickets.

· Collaborate remotely with IT service teams to resolve incidents and service requests.

· Participate in staff training, knowledge sharing, and awareness sessions remotely.

· Contribute to the creation and maintenance of knowledge base articles and related documentation.

· Report potential major incidents and problems promptly using ITSM tools.

· Perform other duties as assigned.

Requirements:

· Technical training or 1-2 years related experience in desktop hardware/software support.

· Proven ability to provide effective remote IT support via tickets, chat, and hotline.

· Strong interpersonal, organizational, and troubleshooting skills.

· Ability to work effectively as part of a remote, distributed team.

· Familiarity with ITIL methodologies.

· Excellent customer service skills with a remote customer focus.

· Ability to multitask, prioritize, and execute tasks efficiently in a high-pressure environment.

· Clear written and spoken communication skills in English.

· Strong listening and questioning abilities to understand and resolve issues remotely.

· Quick information absorption and retention.

· Attention to detail and analytical problem-solving abilities.

· Business-oriented mindset with a focus on customer satisfaction.

Ready for the challenge? Send your resume and join the team that shapes the future!

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