Associate - Service Desk Analyst Level 1

Line of Service

Internal Firm Services

Industry / Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Associate

Job Description & Summary

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.

Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area, you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums / channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Key Responsibilities

First Point of Contact : Serve as the initial point of contact for end-users seeking technical assistance via phone, email, chat , ticketing system or over the counter .

Issue Resolution : Diagnose and resolve technical hardware and software issues or escalate complex problems to the appropriate teams .

User Training : Offer guidance and training to end-users to help them effectively utilize technology resources.

Documentation : Create and maintain detailed records of incidents, service requests, and resolutions within the ticketing system.

Ticket Management : Manage service requests, incidents, and problems in a timely and efficient manner, adhering to defined service level agreements (SLAs).

End-User Communication : Keep end-users informed of the status and progress of their service requests.

Technical Knowledge : Stay up to date with technological advancements, best practices, and the organization's technology solutions.

Provide support for Windows, macOS, Office 365, VPN, printers, and other enterprise applications.

Assist with onboarding / offboarding tasks including user's setup and asse t provisioning.

Team Collaboration : Collaborate with Level 2 support teams to resolve more complex technical issues.

Adherence to Policies : Follow established IT policies, procedures, and standards.

Qualifications

Degree in Information Technology, Computer Science, or related field.

Strong knowledge of Windows OS, Office 365, and basic networking concepts.

Experience with ITSM tools (e.g., ServiceNow ).

Excellent communication and problem-solving skills.

Ability to clearly and effectively communicate in English (both oral and written) .

Ability to work independently and in a team-oriented environment.

Ability to work effectively in a fast-paced environment.

Familiarity with Artificial Intelligence (AI) tools and concepts is an advantage.

ITIL Foundation certification is a plus.

Experience

2 or more years' experience in a Service Desk environment.

Fresh graduates are encouraged to apply.

Additional Information

• This position may entail additional shift support from 10 : 00 AM to 7 : 00 PM

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, Communication, Computer Engineering, Computer Program Installation, Computer Programming, Computer Technical Support, Emotional Regulation, Empathy, Enterprise Architecture, Incident Management and Resolution (IMR), Inclusion, Information and Communications Technology (ICT), Intellectual Curiosity, IT Infrastructure Upgrades, IT Operations, IT Operations Management, IT Project Lifecycle, IT Support, IT Troubleshooting, Object-Oriented Programming (OOP), Optimism, Scripting Languages, Security Protocol Analysis {+ 6 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

February 28, 2026