Service Desk Consultant
Core
Frontline technology support function delivering end-user support, resolving technical issues, and managing service requests to ensure seamless technology experiences.
Role type
Service Desk Consultant (Tier 1)
Builds
End-user support services and incident resolution workflows
Domain
IT Service Management / Enterprise Applications
Required skills
Tier 1 troubleshooting, user account administration, ticketing platform management, Active Directory management, basic networking concepts
Preferred skills
Customer service experience, problem-solving, time management, documentation skills
Technologies
Microsoft 365, ServiceNow, Zendesk, Jira Service Management, Windows, Mac, Active Directory
Responsibilities
Serve as first point of contact for end users via phone, email, chat, and ticketing systems; Troubleshoot and resolve Tier 1 issues related to hardware, software, printers, and account access; Perform user account administration tasks including password resets, onboarding, and offboarding; Escalate complex incidents to Tier 2/3 support teams with complete documentation; Monitor ticket queues and maintain SLA compliance.