Service Desk Junior Consultant

About Net2Source

Net2Source Inc. is a rapidly expanding global workforce solutions provider, recognized for its diversity certification and remarkable annual growth exceeding 100% over the past six years. The company partners with Fortune 1000 and Global 2000 firms across 34 countries spanning North America, South America, Europe, Asia, Australia, and the Middle East.

Role Overview

The Service Desk Junior Consultant role is based onsite at London's Moorgate, requiring work five days per week. This fixed-term employment opportunity spans 12 months with possible extensions. Ideal candidates will have between 4 to 6 years of experience, providing vital IT support and incident resolution within Jira Service Desk and Windows Server contexts.

Key Responsibilities

• Deliver first-line IT support addressing service desk tickets and incident troubleshooting.
• Manage tickets efficiently using Jira Service Desk for tracking and resolution.
• Support maintenance and performance of Windows Server environments to ensure system stability.
• Collaborate with various teams to escalate and solve complex IT issues promptly.
• Document incidents, solutions, and procedures accurately to maintain clear records.
• Assist in monitoring service desk performance metrics to aid continuous service improvement.
• Engage in knowledge sharing and conduct training sessions to enhance team capabilities.
• Ensure compliance with service level agreements and internal organizational policies.
• Communicate effectively with end-users to provide status updates and collect necessary information.
• Support deployment and configuration activities related to service desk tools and technologies.
• Develop and maintain standard operating procedures and a knowledge base for the service desk team.

Essential Skills and Qualifications

• Proficiency with Jira Service Desk for incident and ticket management.
• Experience working within Windows Server environments, including troubleshooting hardware, software, and network issues.
• Capability to escalate technical challenges to senior consultants or IT teams efficiently.
• Strong communication skills for interacting with end-users and cross-functional teams.
• A background in adhering to SLAs and ensuring procedural compliance.