ETIC, Service Desk - Associate

Line of Service

Advisory

Industry/Sector

Technology

Specialism

Advisory - Other

Management Level

Manager

Job Description & Summary

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients.

As a managed service delivery generalist at PwC, you will execute outsourced processes, such as client and customer interaction; data review, enrichment and processing; implementing and monitoring quality controls; and resolving escalations and queries.

Who We’re Looking For

Are you experienced in IT service management and end-user support for enterprise applications? Do you enjoy resolving issues, supporting users, and ensuring smooth day-to-day operations?

We’re looking for an Operations Management professional to join our team and act as a first point of contact for IT service requests and incidents. The role focuses on operational support, user assistance , and coordination with internal teams to ensure service continuity and quality delivery.

About the Role

This role provides day-to-day IT operational support across enterprise systems. You will manage incidents and service requests, perform initial troubleshooting, support user access and navigation, and ensure issues are resolved or escalated in line with ITSM processes. You will also support documentation, testing, and change or release activities when required .

Key Responsibilities

Act as first-line support for IT-related queries, incidents, and service requests

Log, categorize, prioritize, and manage tickets through the service management tool

Perform initial analysis and troubleshooting, escalating issues where necessary

Support user access requests and basic system navigation issues

Collaborate with internal IT and service teams to ensure timely resolution

Maintain and update support documentation, knowledge articles, and user guidance

Support system changes, testing, or rollout activities as needed

Skills and Experience Required

Experience in an IT service desk, operations, or IT support role

Good understanding of ITSM processes (Incident, Request, Change, Problem)

Strong communication , coordination, and problem-solving skills

Customer-focused mindset with strong attention to detail

Experience with ticketing tools such as ServiceNow is an advantage

About the Team

Operations Management is part of our Managed Service Delivery Tower. We are responsible for ensuring a reliable, efficient, and user-focused service experience across all supported systems. Our focus is on responsiveness, clear communication, and continuous service improvement.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Process Outsourcing, Claims Performance Management, Coaching and Feedback, Communication, Complaint Management, Compliance Auditing, Compliance Review, Contract Review, Corrective Actions, Creativity, Customer Data Management (CDM), Customer Due Diligence, Customer Handling, Data Entry, Data Quality, Data Quality Assessment, Delivery Excellence, Embracing Change, Emotional Regulation, Empathy, Inclusion {+ 25 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date