Role Summary
The IT Service Desk Consultant will augment IT support services by providing hands-on support across technical operations, application management, and IT asset lifecycle. This role ensures efficient IT service delivery and supports process improvements through collaboration with cross-functional teams.
Technical & Application Support
What Business Outcomes the Role is Responsible for:
- Provide timely and effective troubleshooting for hardware, software, and network-related issues.
- Deliver hands-on support for business applications and ensure smooth daily operations.
- Maintain, track, and manage the full lifecycle of IT assets.
- Ensure adherence to ITSM processes and service-level expectations.
Programming, Automation & Process Improvement
- Develop scripts, tools, or workflows (e.g., PowerShell, Python, utomation rules) to streamline operational tasks and reduce manual workloads.
- Automate recurring IT processes such as onboarding/offboarding, asset updates, application checks, and reporting.
- Support integration and automation within ITSM platforms (e.g., Jira).
- Identify improvement opportunities and collaborate with teams to implement scalable automation solutions.
Minimum Qualifications
What we're looking for in a successful candidate:
Technical Expertise
- 2+ years experience in technical support, application support, or IT asset management.
- Experience or exposure to scripting/automation using PowerShell, Python, Bash, or similar languages.
- Familiarity with automation tools, APIs, or ITSM workflow automation.
- Working knowledge of ITSM tools (Jira) and ITIL framework.
Problem-Solving & Communication
- Strong analytical and troubleshooting skills.
- Excellent communication and customer service capabilities.
Flexibility & Collaboration.
- Ability to work independently and as part of a team.
- Flexibility to work shifting schedules and on-call during holidays/weekends.
