Артем

ARTEM GLADISHCHUK Kyiv, Ukraine
[відкрити контакти](див. вище в блоці «контактна інформація»)
CEE REGIONAL SERVICE DESK SUPERVISOR | SENIOR [відкрити контакти](див. вище в блоці «контактна інформація»)
ASSOCIATE

PROFESSIONAL SUMMARY
IT support professional and CEE (Central East Europe) Regional Service Desk Supervisor with hands-on experience in first-line user support
across live chat, phone, ServiceNow tickets and remote assistance. Combines day-to-day ServiceNow operations with shift support, agent
coaching, escalation coordination, knowledge management and service-quality improvement. Experienced with MDM and endpoint-
management platforms, including Microsoft Intune and Workspace ONE, as well as Microsoft 365 and Google Workspace corporate
environments. Provides workstation, operating-system, software, peripheral, mobile-device, account, email, access and VPN support. Applies
core cybersecurity practices including MFA, phishing awareness, password policies, account protection and data-protection requirements.
Contributes to ServiceNow Virtual Agent development, AI-enabled quality analysis and practical automation for IT support and communicates
professionally in English across the CEE region.
CORE EXPERTISE

SERVICE DELIVERY ITSM & SERVICENOW TEAM SUPERVISION
L1 support • Chat • Calls • Tickets • Incidents • Requests • Triage • Escalation Shift support • Coaching • Quality •
Remote support • Knowledge • Security Communication

TECHNICAL SUPPORT AI & AUTOMATION REGIONAL COLLABORATION
Windows • macOS • Network • AD • Prompt design • Chat analysis • CEE stakeholders • English
Intune • Workspace ONE • Cloud PC ServiceNow Virtual Agent communication • Cross-team work

PROFESSIONAL EXPERIENCE

PwC Ukraine | Senior Associate
CEE IT - Regional Service Desk Supervisor | UA Deskside Support
• Provide first-line IT support through ServiceNow tickets, live chat, phone calls and remote-support sessions, with clear communication and
accurate documentation in English.
• Diagnose and resolve issues involving Windows and macOS workstations, laptops, operating systems, business applications, monitors,
mobile devices and other peripheral equipment.
• Configure and support corporate accounts, email, service access, VPN, MFA and other authentication and access-management
requirements.
• Work with Microsoft 365, Google Workspace and other corporate cloud services and environments.
• Support MDM and endpoint-management activities using Microsoft Intune, Workspace ONE and comparable platforms, including device
enrolment, configuration and access troubleshooting.
• Apply and promote core cybersecurity practices, including MFA, phishing awareness, password policies, corporate-account protection and
data-protection requirements.
• Support regional Service Desk shifts by helping agents troubleshoot issues, handle escalations, follow support procedures and maintain
consistent service quality.
• Deliver targeted coaching and knowledge sharing on troubleshooting, user-centric communication, escalation handling and data-protection
awareness.
• Coordinate communication between the Regional Service Desk and specialist teams to enable smoother handoffs and escalations.
• Participate in employee onboarding by preparing user accounts, required access, laptops, mobile devices and other workplace equipment.
• Support employee offboarding by coordinating access removal, return of corporate equipment and updates to asset records.
• Handle procurement, inventory, preparation, configuration, allocation, replacement and maintenance of workplace equipment.
• Monitor the operational condition of employee workspaces, including laptops, monitors, mobile devices and peripherals.
• Resolve local deskside-support issues for Ukrainian users, prioritising urgent cases and reducing disruption to daily work.
• Assist with Cloud PC setup and maintenance, mobile-device support, Remote Help and other endpoint-related scenarios.
• Configure and support network equipment, including switches and routing-related settings, and assist with the physical assembly and
integration of hardware components in racks and specialised enclosures.
• Administer Active Directory, including support for user accounts, groups and access-related requests.
• Configure and support video-conferencing equipment, assisting partners, clients and users with online-meeting setup, connectivity and
basic troubleshooting.
• Participate in meetings with Partners concerning IT cost optimisation, cost allocation and the operational effectiveness of the IT
department.
SELECTED CONTRIBUTIONS
• ServiceNow Virtual Agent: Built and deployed a central CEE menu, updated greeting and setup logic, and improved topic routing and topic
blocks for the CEE IT Service Desk experience.
• AI-enabled service quality: Designed and tested prompts for analysing Service Desk chat transcripts, covering communication quality,
troubleshooting, resolution, language, delays, personal-data exposure and incident creation.
• Agent enablement: Ran workshops for Service Desk agents on creating and using AI agents effectively and responsibly and supported
colleagues through coaching during regional shifts.

Artem Gladishchuk • CEE Regional Service Desk Supervisor

• Knowledge management: Created and maintained practical “quick answers” resources with troubleshooting guidance, support
templates, ServiceNow links and escalation paths for common user issues.
• Operational support: Provided real-time support for high-impact local activities, prepared laptops for external audit reviewers and time-
sensitive requests and supported secure Cloud PC delivery.
TOOLS & KNOWLEDGE AREAS
ServiceNow ITSM • ServiceNow Virtual Agent • Microsoft 365 • Google Workspace • Microsoft Intune • Workspace ONE • MDM / Endpoint Management •
Remote Help • Windows support • macOS support • WSL support • Mobile-device support • Cloud PC • MFA • VPN • Phishing awareness • Password
policies • Account protection • Knowledge management • IT asset management • Prompt engineering • AI agents • Support quality analysis • Active
Directory • Network switches • Routing • Hardware rack integration • Video-conferencing systems • IT cost optimisation • Cost allocation
LANGUAGES
English - professional working communication in regional support environments
PERSONAL INTERESTS
Married with two children. I spend most of my free time with my family and actively practice homeschooling by developing learning courses
and supporting my children’s education.

Artem Gladishchuk • CEE Regional Service Desk Supervisor