IT Service Desk  

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.

What Business Outcomes the Role is Responsible for:

Technical & Application Support:

• 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.

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.