PwC Ireland is hiring an IT Service Desk Specialist to join its Customer Tech Support (CTS) team in Dublin. You’ll be the first point of contact for internal users, resolving incidents and requests across Microsoft 365, Windows 11, Intune, Active Directory, and core collaboration/telephony tools. This is a hands-on role in a high-volume environment where you’ll troubleshoot, triage, and escalate with speed and empathy while maintaining excellent customer satisfaction.
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As part of PwC’s Internal Firm Services (IFS – IT), you’ll work with a friendly team of problem solvers who care about doing things right the first time. If you enjoy helping people, documenting solutions, and continuously improving service quality, this role is for you.
About the Role
You’ll provide 1st-level support for hardware, software, and account/services access using a call management system (ServiceNow experience is a plus). You’ll manage tickets from intake to resolution, meet agreed SLAs and quality targets, and contribute to knowledge articles and end-user guides. Expect occasional overtime during peak periods and scheduled changes.
Specialty keywords: Service Desk, Microsoft 365, Windows 11, Intune, Active Directory, MFA, VPN, Cisco Call Manager, Incident Management, ITIL fundamentals.
Key Responsibilities
- Resolve end-user incidents via phone, email, chat, and self-service with clear, empathetic communication.
- Log, triage, and track all requests in the call management system; maintain accurate, complete notes.
- Own incidents to resolution, following escalation paths and collaborating with resolver groups.
- Support Microsoft 365 (Teams, Outlook, SharePoint, OneDrive), Windows 11, MFA, VPN, Intune device management, and AV/anti-spyware tools.
- Administer user accounts & groups in Active Directory; handle password resets and access requests.
- Support Cisco Call Manager/Unity, wireless connectivity, LAN/AD networking basics, and peripherals.
- Publish end-user documentation and contribute to the knowledge base to reduce repeat issues.
Required Qualifications
Essential
- 2–3 years in an IT support/service desk role in a large environment.
- Relevant third-level degree in computing or related field.
- Fluent English (written & verbal) with strong interpersonal skills.
- Demonstrable troubleshooting, analytical thinking, and high attention to detail.
- Proven ability to multi-task, meet deadlines, and manage changing priorities.
- Solid knowledge of Microsoft 365, Windows 11, MFA, Intune, VPN, Active Directory.
- Familiarity with remote support tools and ticketing (ServiceNow desirable).
Preferred
- Experience with Cisco Call Manager/Unity and enterprise print/MFD support.
- Understanding of ITIL practices (incident, escalation, knowledge & service level management).
- Experience writing clear end-user guides and SOPs.
What We Offer
- Join a collaborative internal support team at a leading professional services firm.
- Exposure to a modern Microsoft stack and enterprise-scale environments.
- Opportunities to contribute to process improvement and cross-team initiatives.
- A culture valuing reliability, flexibility, and professionalism.
- Full-time, on-site in Dublin with occasional overtime as required.
Ready to Apply?
Deadline: 3 November 2025 at 10:00 (Dublin time). Early applications are encouraged.
