Graduate IT Service Desk - Operations Management

About the role

PwC's managed services team delivers outsourced solutions and supports clients across many functions, helping them streamline operations, cut costs and improve efficiency. As a graduate Operations Management professional, you will be the first point of contact for IT service requests and incidents, providing day-to-day IT operational support across enterprise systems. The role covers operational support, user assistance and coordination with internal teams to ensure service continuity.

Key responsibilities

• Act as first-line support for IT 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 resolve issues on time
• Maintain and update support documentation, knowledge articles and user guidance
• Support system changes, testing or rollout activities when required

Required profile

• 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

Required skills

• ITSM processes (Incident, Request, Change, Problem)
• Ticketing tools such as ServiceNow are an advantage