IT Service Desk Support Specialist

Job Description & Summary We're a team that transforms vision into tech-enabled reality. We look for those who see technology not just as tools or platforms, but as the invisible infrastructure behind strategy, performance, and growth. We turn bold ideas into scalable, secure, and human-centered solutions. SHAPING TOMORROW Make a real impact, today, and tomorrow, through work that matters. Here, you will tackle today's toughest challenges with a future-focused mindset; so our clients turn to us first when it matters most. Make a real impact In this dynamic environment, we are looking for an ambitious and self-driven IT Service Desk Support Specialist to join our IT Operations team in Athens. The IT Service Desk Support Specialist plays a critical role in delivering high‑quality IT support services and ensuring an excellent end‑user experience. Operating with a high level of autonomy, the role is responsible for managing incidents and service requests end‑to‑end, applying sound technical judgement, and contributing to the continuous improvement of IT service delivery. You will act as a trusted point of contact for business users, supporting daily operations while helping to elevate service quality, knowledge maturity, and user satisfaction across the organization. Provide senior technical guidance to analysts on complex incidents and service requests, ensuring accurate logging, prioritization, troubleshooting, escalation, resolution, and closure Apply strong escalation judgement, engaging specialist or Level 2 teams when required, and ensuring smooth handovers Identify recurring issues and contribute to problem management activities and service improvement initiatives Ensure high data quality within the ITSM tool, documentation, and resolution notes to support reporting and service insights Provide hands-on technical mentorship - sit with analysts on complex tickets, walk through diagnostic methodology, review resolution approaches, and teach escalation judgement Act as a senior technical escalation point for complex or ambiguous cases before escalation to specialist teams Create, maintain, and improve knowledge base articles, SOPs, and support documentation to increase first‑contact resolution and service consistency Support workplace technologies including end‑user devices, identity and access, and collaboration platforms such as Microsoft 365 Actively contribute to IT initiatives (e.g. rollouts, upgrades, pilots) by supporting execution and user adoption Promote a high‑quality, people‑centric support experience aligned with PwC service standards and values Support Service Desk operational controls, including onboarding/offboarding checks, asset handover/return validation, CMDB accuracy, and exception escalation Identify practical AI, automation, and self-service opportunities that reduce repetitive Service Desk workload and improve user experience What you bring matters Degree in Information Technology, Computer Science, Engineering, or a related field is preferred; equivalent hands-on experience will also be considered 3+ years of Service Desk / End-User Support experience, preferably in a structured ITSM environment Strong ownership of incidents, service requests, documentation, user communication, and follow-through Experience with ServiceNow or similar ITSM tools is required ITIL Foundation, MS-900, MD-102, CompTIA A+/Network+, or similar certifications are considered an advantage Hands-on experience with Microsoft 365, Windows, endpoint management, and identity/access support Ability to troubleshoot complex issues and guide others without formal people-management responsibility Strong attention to detail, documentation discipline, and commitment to service quality Strong communication skills in Greek and English BRING YOUR BEST, EVERYDAY Your skills, integrity, and curiosity make the difference. At PwC Greece, we match that with an environment that brings out your best every day – supported by people who inspire, challenge, and grow with you. What we offer goes beyond a competitive package. It's about creating the conditions for you to learn, belong, and deliver impact. That means: Your work-life balance supported by a hybrid working model Your creativity sparked in collaborative office spaces Your career growing through local and global opportunities Your development advanced with continuous learning and certifications Your well-being cared for with extra leave days and wellness initiatives Your perspective valued in an inclusive team where your impact matters Want to unlock new value by applying your unique perspective and talents? At PwC Greece, you lead by example. Our standards for quality and care are high—and together we surpass them. We redefine possibilities for our clients and communities. Challenge accepted? Our circle of connection matters—it's at the heart of what we do. Click here (PwC life) All applicants will be acknowledged and treated in the strictest confidence. Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially at PwC. Here, you can uncover hidden talents, build lifelong relationships rooted in trust and empathy and turn challenges into opportunities for innovation. We'll help you grow your skills through challenging, meaningful work so you can go further.