[Hiring] Senior Service Desk Consultant @Hitachi

Role Description

Join a high-performing Service Desk team that delivers critical IT support across infrastructure, applications, and end-user technologies.

• Collaborate closely with Infrastructure, Security, Application Support, and Business Operations teams to ensure seamless service delivery.
• Mentor and support Service Desk Associates and Consultants while helping drive a culture of accountability, continuous learning, and customer excellence.
• Play a key leadership role in major incidents, service improvements, digital transformation initiatives, and business-critical projects.

What You'll Be Doing:

• Act as the senior escalation point for complex and high-impact incidents, driving root cause analysis, problem management, and permanent resolutions.
• Lead Service Desk operations through KPI/SLA reporting, process optimization, knowledge management, vendor coordination, and continuous service improvement initiatives.
• Provide leadership through coaching, training, performance feedback, resource planning, scheduling support, and quality assurance reviews.
• Partner with cross-functional teams on incident response, change management, disaster recovery, security events, automation, and service delivery enhancements.
• Evaluate and implement new technologies, self-service tools, and automation solutions to improve operational efficiency and customer experience.

Qualifications

• 5+ years of progressive IT support experience with leadership, mentoring, or senior-level Service Desk responsibilities.
• Strong expertise supporting enterprise Windows/Mac environments, Active Directory/Azure AD, networking, cloud productivity platforms, and IT service management processes.
• Proven experience managing incident and problem management activities, service improvement initiatives, KPI/SLA reporting, and stakeholder communications.
• Excellent leadership, coaching, communication, vendor management, and cross-functional collaboration skills with the ability to perform under pressure.
• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

Benefits

• Industry-leading benefits, support, and services that look after your holistic health and wellbeing.
• Flexible arrangements that work for you (role and location dependent).
• A sense of belonging, autonomy, freedom, and ownership as you work alongside talented people.