Internal Service Desk Support Analyst

Job Description & Summary



Contribute to creating a better tomorrow 

The only way we can tackle the challenges of this fast-changing world is with passionate people. Led by our purpose of building trust and solving important problems, we come together at PwC to address the biggest issues facing the world in a way that drives positive impact. Are you eager to join a team fuelled by open and curious minds, who are passionate about their work and create new solutions for a new day? Then you’re at the right place.  

  

Bring your talent. Learn new skills. Make a positive impact 

 Looking for a career where you’ll have a tangible impact on the smooth running of a global organisation? Internal Firm Services (IFS) is the beating heart of everything we do at PwC. We’re made up of teams like Marketing, Communications, HR, IT, Procurement, Finance, Facilities, Project Management, and more. And together, we form the support network of the entire firm. As part of IFS, we’ll guide you to becoming a vital contributor in providing our colleagues and clients the best possible experience at PwC. 

 

Your impact 

As an IFS Service Desk Support Analyst, you’ll make an impact by: 

• Taking ownership of incoming incidents and providing excellent customer support via phone, email, tickets, and face-to-face on our support desks. 
  

• Ensuring all potential solutions are explored before escalating to second line support. 
  

• Providing accurate information on IT products or services. 
  

• Using ITIL-based registration software and remote-control tools daily. 
  

• Documenting recurring incidents into user-friendly FAQs on our Self-Service Portal. 
  

• Acting as the main contact for hardware and software issues. 
  

• You collaborate with business and technical teams to gather and translate requirements into deliverable services. You analyze user feedback to improve products and services. You take ownership of IT helpdesk activities and create user manuals for new solutions. You act as a key contact for ITSM team and customer communication. 
  
  

 
Key Responsibilities 

• Provide first-level technical support via phone, tickets, and in person. 
  

• Diagnose and troubleshoot hardware, software, and network issues. 
  

• Log and manage support tickets using ServiceNow. 
  

• Escalate complex issues to higher-level teams when necessary. 
  

• Assist with user account management. 
  

• Maintain documentation of support activities. 
  

• Follow procedures for incident management and service requests. 
  

• Deliver excellent customer service and timely issue resolution. 
  

• Participate in continuous improvement initiatives and training. 
  
  

  

About you 

• You have experience with troubleshooting, you do not stop before you find a solution or work around. 
  

• You can install and configure PC's. 
  

• You can provide support on mobile devices (IOS, Android). 
  

• You provide on-site support for meeting rooms and video conferences. 
  

• You can explain solutions to your internal clients in a non-technical manner. 
  

• You're proactive and collaborate with internal clients to analyse their needs. 
  

• You monitor progress and frequently follow-up on the status of your work. 
  

• You are experienced with providing 1st or 2nd line support. 
  

• You have a drive to learn, improve and help the team to higher level, you are a true team player. 
  

• You are fluent in English, Dutch and/or French 
   
  
  

About you 

• You have experience with troubleshooting, you do not stop before you find a solution or work around. 
  

• You can install and configure PC's. 
  

• You can provide support on mobile devices (IOS, Android). 
  

• You provide on-site support for meeting rooms and video conferences. 
  

• You can explain solutions to your internal clients in a non-technical manner. 
  

• You're proactive and collaborate with internal clients to analyse their needs. 
  

• You monitor progress and frequently follow-up on the status of your work. 
  

• You are experienced with providing 1st or 2nd line support. 
  

• You have a drive to learn, improve and help the team to higher level, you are a true team player. 
  

• You are fluent in English, Dutch and/or French 
   
  
  

Life at PwC Belgium 

Our culture and workplace are something we’re proud of. Here’s a sneak peek at what life at PwC looks like: 

• Flexible work patterns: Achieve the perfect balance between office and home life with our flexible hybrid work arrangements and family-friendly schemes. 
  

• Lifelong learning: Grow with us! Take advantage of our diverse training opportunities and exciting career pathways to explore new disciplines and expertise. 
  

• Flexible rewards: Tailor your benefits to suit your lifestyle with our customizable rewards plan. 
  

• Sustainable mobility: Choose eco-friendly mobility options, from our soon-to-be fully electrified fleet to public transport, shared cars, e-bikes, and more. 
  

• Inclusive culture: Thrive in a diverse, inclusive workplace that values and celebrates every individual's contribution. 
  

• Wellbeing focus: Enjoy a positive environment with our comprehensive wellbeing programs, engaging sports communities, and confidential support for all your professional and personal challenges. 
  

• Global network: Expand your horizons with opportunities to work abroad and tap into extensive industry expertise within the PwC network. 
  
  

  

Let’s build something great together. What are you waiting for? 

  

Equal Opportunity Employer statement 

  

At PwC, we are dedicated to building a diverse, inclusive, and authentic environment. We are committed to providing equal employment opportunities for all candidates and employees, regardless of race, religion, gender identity or expression, sexual orientation, national origin, age, disability, marital status, or any other characteristic protected by law. 

  

We believe that a diverse and inclusive workplace drives innovation and strengthens our ability to serve our people, clients and communities. Join us in fostering a culture where everyone feels valued, respected and empowered to achieve their full potential. 

  

Additionally, we provide reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws. 

Required Skills
Adaptability, Communication, Customer Follow-Ups, IT Help Desk, IT Service Desk, Teamwork