Consultant - Service Desk

Inviting applications for the role of Consultant - Service Desk
We are seeking highly motivated and skilled individuals to join our Service Desk team providing 24x7 support to end-users. This role will primarily focus on troubleshooting and resolving technical issues for users via multiple support channels including email, chat, ticketing tool (JIRA), and MS Teams.

Responsibilities
Handle the issues/request reported through various ticketing tool within agreed SLA s
Should handle Voice and Non-Voice tickets simultaneously.
Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners.
Troubleshoots and resolves minor wireless, network, switch, or printer issues; escalates major issues (wireless, network, etc.) to information technology (IT) infrastructure technical teams
Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari)
Set up and configure computer systems.
Troubleshooting issues related to MDM, OS, Standard Office Suite, and Browsers.
Second level support to Desktops, Laptops, Thin Clients, Printers, Scanners and Multi-Function Devices.
Trouble shooting issues related to business specific applications.
User provisioning of various business applications(ERP)
Support New Transitions, Ramp Up s/Down s, Business migrations/Site Consolidations Projects.
Knowledge Management Ensure the Knowledge Articles are used on all issues.
Install and configure computer hardware, operating systems, and applications.
Follow IT Infrastructure Library (ITIL) framework for incident and request management.
Record and track incidents and service requests in JIRA, ensuring proper documentation and updates throughout the lifecycle.
Work closely with Level 2 and Level 3 teams for complex issues, ensuring seamless handoffs and clear communication.

Qualifications we seek in you
Minimum Qualifications
Bachelors Degree required. Preferably in Computer Science, Information Systems, or related field.
Strong domain knowledge and technical orientation.
Knowledge of OS, MDM and Office Issues.

Preferred Qualifications/ Skills
Customer Service and Problem-Solving attitude.
Good communications skills in English.
Should be able to deliver on tight timelines.