Service Desk Associate – IT Operations Support

About the role

PwC's Advisory practice in Cairo is looking for an Operations Management professional to act as first point of contact for IT service requests and incidents. The role sits within the Managed Service Delivery Tower and covers day-to-day IT operational support across enterprise systems, with a focus on operational support, user assistance and coordination with internal teams.

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

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