Information Technology Service Desk Consultant

About Net2Source Inc.

Net2Source Inc. is a rapidly expanding, diversity-certified global workforce solutions provider with a consistent annual growth rate exceeding 100% over the past six years. The company operates across 34 nations on five continents, including regions like North America, South America, Europe, Asia, Australia, and the Middle East, serving Fortune 1000 and Global 2000 clients.

Role Overview

The position available is for a Service Desk Associate based in Moorgate, London, UK, requiring attendance onsite five days a week. This opportunity is a fixed-term employment role spanning 12 months with a possibility of extension. Applicants must possess between three to five years of relevant experience to qualify.

Key Responsibilities

• Deliver primary IT support and troubleshoot service desk requests and incidents promptly.
• Manage ticketing workflows through Jira Service Desk, ensuring accurate logging, tracking, and resolution of issues.
• Oversee and support Windows Server environments to maintain optimal system availability and performance.
• Work collaboratively with diverse teams to escalate and resolve technical matters efficiently.
• Maintain precise documentation regarding incidents, resolutions, and procedures.
• Assist in tracking service desk performance metrics to aid in ongoing service enhancements.
• Engage in team knowledge sharing and training sessions to promote collective expertise.

Additional Duties

• Respond swiftly to incoming tickets and user queries submitted through Jira Service Desk.
• Identify and resolve issues related to hardware, software, and networks specifically within Windows Server contexts.
• Refer complex problems to senior consultants or specialized IT units as required.
• Comply with service level agreements and company policies consistently.
• Communicate effectively with end users by providing updates and collecting necessary details.
• Support the deployment and configuration of service desk tools and associated technologies.
• Contribute to creating and maintaining standard operating procedures and knowledge base materials.