Service Desk Consultant

Job Summary The Service Desk Consultant provides Tier 2 technical support, handling escalated tickets that require deeper diagnostic skills and cross-system knowledge. This role acts as a bridge between frontline associates and specialized engineering teams, contributing to process improvement, knowledge base development, and mentoring of junior staff.

Key Responsibilities

- Resolve escalated incidents involving operating systems, enterprise applications, networking, and endpoint security.

- Diagnose and troubleshoot issues across Windows/Mac environments, VPN, VoIP, mobile device management (MDM), and cloud collaboration tools.

- Administer and support Active Directory, Microsoft 365/Azure AD, Exchange, and endpoint management platforms (Intune, SCCM, JAMF).

- Own tickets end-to-end, coordinating with Tier 3, infrastructure, or vendor teams when further escalation is required.

- Create and maintain knowledge base articles, SOPs, and troubleshooting guides for Tier 1 staff.

- Mentor and coach Service Desk Associates on troubleshooting techniques and customer communication.

- Analyze ticket trends to identify recurring problems and recommend proactive fixes or automation opportunities.

- Support IT projects such as system migrations, software rollouts, and hardware refresh cycles.

- Ensure adherence to SLAs, ITIL-aligned incident/problem/change management processes, and documentation standards.

- Participate in on-call or after-hours support rotations as needed.

Required Qualifications





- Bachelor's degree in IT, Computer Science, or related field, or equivalent professional experience.

- 35 years of progressive experience in technical/help desk support.

- Solid working knowledge of Windows Server/Client OS, networking fundamentals (TCP/IP, DNS, DHCP, VPN), and Microsoft 365 administration.

- Experience with remote support tools and endpoint management platforms.

- Strong analytical and troubleshooting skills with the ability to manage competing priorities.

- Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.

Preferred

- Experience supporting hybrid/remote workforces and cloud-based collaboration tools (Teams, SharePoint, Zoom).

- Exposure to scripting/automation (PowerShell, batch scripting) for routine task automation.

- Familiarity with ITSM frameworks and change/problem management processes.

- Basic understanding of cybersecurity best practices (phishing identification, endpoint protection).

Core Skills & Competencies

- Advanced troubleshooting and root-cause analysis

- Cross-platform technical proficiency (Windows, Mac, mobile)

- Mentoring and knowledge transfer

- Process documentation and continuous improvement

- Stakeholder communication and expectation management

Certifications

- CompTIA Network+ or Security+ (preferred)

- Microsoft 365 Certified: Contemporary Desktop Administrator Associate (a plus)

- ITIL Foundation certification (preferred)

📌 Service Desk Consultant (Bengaluru)
🏢 Hitachi Digital Services
📍 Bengaluru