ETIC, Service Desk - Associate

PwC is hiring an ETIC, Service Desk - Associate in Cairo, Egypt. Level rates it ; you can apply on PwC.

Level's read on this job

On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
PwC mentions visa sponsorship in this posting.
Tools and skills the posting cites include Itsm Tools, it support and incident management.
Level classifies it as a mid-level role.
Level lists 3,700+ other open roles at PwC.

AI in this role

Provide first-line IT service desk support, incident management, and operational assistance for enterprise systems.

Itsm Tools

it-supportincident-managementtroubleshootingcustomer-serviceprocess-optimization

Line of Service

Advisory

Industry/Sector

Technology

Specialism

Advisory - Other

Management Level

Manager

Job Description & Summary

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients.

As a managed service delivery generalist at PwC, you will execute outsourced processes, such as client and customer interaction; data review, enrichment and processing; implementing and monitoring quality controls; and resolving escalations and queries.

Who We’re Looking For

Are you experienced in IT service management and end-user support for enterprise applications? Do you enjoy resolving issues, supporting users, and ensuring smooth day-to-day operations?

We’re looking for an Operations Management professional to join our team and act as a first point of contact for IT service requests and incidents. The role focuses on operational support, user assistance, and coordination with internal teams to ensure service continuity and quality delivery.

About the Role

This role provides day-to-day IT operational support across enterprise systems. You will manage incidents and service requests, perform initial troubleshooting, support user access and navigation, and ensure issues are resolved or escalated in line with ITSM processes. You will also support documentation, testing, and change or release activities when required.

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

Skills and Experience Required

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

Experience with ticketing tools such as ServiceNow is an advantage

About the Team

Operations Management is part of our Managed Service Delivery Tower. We are responsible for ensuring a reliable, efficient, and user-focused service experience across all supported systems. Our focus is on responsiveness, clear communication, and continuous service improvement.

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, Analytical Thinking, Business Process Outsourcing, Claims Performance Management, Coaching and Feedback, Communication, Complaint Management, Compliance Auditing, Compliance Review, Contract Review, Corrective Actions, Creativity, Customer Data Management (CDM), Customer Due Diligence, Customer Handling, Data Entry, Data Quality, Data Quality Assessment, Delivery Excellence, Embracing Change, Emotional Regulation, Empathy, Inclusion {+ 25 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

How we rate this

ETIC, Service Desk - Associate at PwC rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

ETIC, Service Desk - Associate is an open job at PwC.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in Cairo - ETIC.
The job was posted on October 20, 2026.
Seniority: mid.
Applications are handled by PwC. Apply on PwC

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

It SupportIncident ManagementTroubleshootingCustomer ServiceProcess OptimizationItsm Tools

Questions you could be asked

Tell me about a project where it support was part of your work. What did you do?
Tell me about a project where incident management was part of your work. What did you do?
Tell me about a project where troubleshooting was part of your work. What did you do?
Tell me about a project where customer service was part of your work. What did you do?
Tell me about a project where process optimization was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: It Support, Incident Management, Troubleshooting, Customer Service, and Process Optimization. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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