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IT Service Desk Consultant

at Deloitte
Position: IT Service Desk Consultant
Company: Deloitte
Job offer availability: Expired
Contract Type:
  • Full-Time
Function: IT Service Desk Consultant
Experience: Experience Required

Job Description

• Responsible for physical hardware and OS deployment as well as hardware and software support for standard equipment (laptops/desktops, printers, mobile phones);

• Respond and taking the ownership of incidents and requests received by phone/e- mail/ticketing system as part of the first line of support;

• Ensure issues and requests escalation to the 2nd and 3rd line of support (internal or external), records the solutions, workarounds and steps taken in order to address the issue/workaround in the ServiceDesk ticketing system and notifies the user when it is solved;

• Ability to follow documented processes as well as update and maintain documentation and knowledge bases;

• Prepare and deliver training materials for end users as well as facilitating induction sessions for new comers;

• Proactively identify issues within the environment and resolve them;

• Manage and prioritize issues and bugs with internal and regional teams as well as with the vendor;

• Create scripts to simplify processes;

• Troubleshoots software and infrastructure issues, including hands-on correction of issues and working with necessary support teams to solve them.

Candidate Profile

• Bachelor's degree
• Previous two years of progressive experience in a multi-cultural company and in a high traffic Service Desk environment;
• Must have ability to communicate complex technical issues concisely and professionally to technical and non-technical audience;
• Fluent in spoken and written English;
• Software troubleshooting knowledge for Microsoft Windows 7/10 and Mac OSX 10.11/10.13, Microsoft Office 2016/365 and basic networking;
• Hardware issues troubleshoot (notebooks, printers, phones etc.);
• Remote support;
• Active Directory and Exchange knowledge, scripting knowledge (Batch and Powershell), virtualization basic knowledge.

Extra Information

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