Service Desk Associate – Managed Services

About the role

PwC’s Managed Service Delivery Tower is seeking a Service Desk Associate to provide day‑to‑day IT operational support across enterprise systems in Cairo. The role involves handling incidents and service requests, performing initial troubleshooting, and supporting user access while adhering to ITSM processes.

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 when 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.

Required profile

• Experience in an IT service desk, operations or IT support role.
• Strong communication, coordination and problem‑solving abilities with a customer‑focused mindset.

Required skills

• ServiceNow ticketing platform (or similar ticketing tools).
• ITSM process knowledge (Incident, Request, Change, Problem management).