Service Desk Consultant

The Blueprint

The Service Desk Consultant is a key member of the IT Service Desk responsible for providing responsive, high-quality technical support to employees across the organization.

This role provides frontline support for end-user technology, including hardware, software, Microsoft 365, identity and access, connectivity, and corporate devices. The Service Desk Consultant is responsible for troubleshooting incidents, fulfilling service requests, supporting employee onboarding and offboarding, and ensuring requests are managed effectively through the ITSM platform.

The role works closely with senior Service Desk team members and other IT teams to resolve issues, maintain technology standards, improve documentation, and deliver a positive employee technology experience.

A Glimpse Into Your Daily Activities

Service Desk & Technical Support

• Provide frontline technical support for hardware, software, identity, connectivity, and productivity issues.
• Troubleshoot and resolve incidents and service requests using established procedures and technical documentation.
• Support Windows devices, Microsoft 365 applications, Microsoft Teams, mobile devices, printers, peripherals, VPN, and network connectivity.
• Maintain clear ownership of assigned tickets through resolution or effective escalation as required.
• Communicate clearly with employees regarding issue status, next steps, and resolution.

Microsoft 365 & Endpoint Support

• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Microsoft Office applications.
• Assist with device provisioning, deployment, replacement, and lifecycle activities.
• Support endpoint management and security technologies, including Microsoft Intune, patching, encryption, antivirus/EDR, and device compliance.
• Install, configure, and troubleshoot software and endpoint-related issues.

Identity, Onboarding & Offboarding

• Support employee onboarding, transfers, and offboarding by assisting with provisioning and maintaining user accounts, devices, applications, groups, and access.
• Prepare and configure technology for new employees.
• Work with People & Culture and other IT teams to ensure technology-related onboarding and offboarding activities are completed accurately and on time.

IT Service Management & Continuous Improvement

• Manage incidents and service requests through the organization's ITSM platform.
• Follow established incident, request, escalation, and change-management processes.
• Maintain accurate and complete ticket documentation.
• Create and maintain knowledge-base articles, troubleshooting guides, and standard operating procedures.
• Identify recurring issues and bring them forward for further investigation or problem management.
• Suggest opportunities to improve Service Desk processes, documentation, self-service, and automation.
• Participate in the implementation and testing of ITSM workflow improvements and automation.

Customer Service & Collaboration

• Deliver professional, responsive, and respectful support to employees at all levels of the organization.
• Set appropriate expectations and keep users informed throughout the resolution process.
• Collaborate with Service Desk colleagues and Infrastructure, Security, Applications, and other IT teams.
• Share knowledge with other team members and contribute to a collaborative Service Desk environment.

Security & Governance

• Follow established cybersecurity, identity, data protection, and technology standards.
• Follow least-privilege and access-management practices when provisioning or modifying user access.
• Escalate suspected phishing, malware, compromised accounts, or other potential security incidents.
• Handle employee and organizational information appropriately and securely.

The Architect of Your Success

• 2+ years of experience in an IT Service Desk, Help Desk, desktop support, or end-user computing role.
• Experience supporting Windows environments and end-user technology.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, and Microsoft Office.
• Familiarity with Active Directory and/or Microsoft Entra ID.
• Familiarity with endpoint management and device deployment technologies.
• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience working with an ITSM or ticketing platform.
• Strong troubleshooting and analytical skills.
• Strong customer-service orientation.
• Clear written and verbal communication skills.
• Ability to document technical issues and resolutions accurately.
• Ability to manage multiple priorities and take ownership of assigned requests.

Nice to Have

• Experience with Microsoft Intune or other modern endpoint-management technologies.
• Experience with Microsoft Defender or other endpoint-security technologies.
• Experience with ITSM platforms such as Freshservice or ServiceNow.
• Experience assisting with ITSM workflow configuration or automation, such as ticket routing, approvals, service requests, notifications, or escalations.
• Exposure to scripting or automation technologies such as PowerShell or Power Automate.
• Experience contributing to knowledge management or self-service initiatives.
• ITIL Foundation certification or familiarity with ITIL service-management practices.
• Microsoft certifications related to Microsoft 365, endpoint administration, Azure, or security.
• CompTIA A+, Network+, or Security+ certification.
• Experience supporting executives or other high-touch business users.
• Exposure to cybersecurity standards or frameworks such as ISO 27001.