IT Service Desk Agent

PwC is a global network of more than 370,000 professionals in 149 countries that turns challenges into opportunities. We create innovative solutions in audit, consulting, tax and technology, combining knowledge from all over the world.

PwC SDC Lviv, opened in 2018, is part of this global space. It is a place where technology is combined with team spirit, and ambitious ideas find their embodiment in real projects for Central and Eastern Europe.

What do we guarantee?

• Work format: Remote or in a comfortable office in Lviv - you choose.
• Development: Personal development plan, mentoring, English and Polish language courses.
• Stability: Official employment from day one, annual review of salary and career prospects.
• Corporate culture: Events that unite the team and a space where everyone can be themselves.

The Service Desk is a key function in end-user support and critical to the success of any IT organization.

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. The agent handles IT service issues and service requests via multiple remote channels such as tickets, chat, and hotline. 

The role focuses on recording, troubleshooting, and resolving issues remotely or escalating them to specialist teams. Strong technical troubleshooting and excellent customer service skills are essential.

Responsibilities:

• Provide first-line IT support remotely to End Users across 25 CEE territories 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 (B2).
• 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.

Policy statements:
https://www.pwc.com/ua/uk/about/privacy.html