[Hiring] Service Desk Consultant @Hitachi

Role Description

Join a customer-focused Service Desk team that serves as the frontline technology support function for the organization. Our team is responsible for delivering exceptional end-user support, resolving technical issues, managing service requests, and ensuring employees have a seamless technology experience. We collaborate closely with infrastructure, application, and security teams to provide timely solutions while maintaining high service standards and user satisfaction.

• Serve as the first point of contact for end users, providing support via phone, email, chat, and ticketing systems while ensuring all interactions are accurately documented.
• Troubleshoot and resolve Tier 1 issues related to hardware, software, printers, Microsoft 365, account access, and basic network connectivity.
• Perform user account administration tasks, including password resets, account unlocks, onboarding, offboarding, and equipment provisioning.
• Escalate complex incidents to Tier 2/3 support teams with complete documentation and relevant troubleshooting details.
• Monitor ticket queues, maintain SLA compliance, communicate status updates to users, and contribute to continuous service improvement initiatives.

Qualifications

• Experience in customer service, technical support, help desk, or service desk environments with a strong focus on end-user satisfaction.
• Working knowledge of Windows and Mac operating systems, Microsoft Office/Microsoft 365 applications, and common business technologies.
• Familiarity with ticketing platforms such as ServiceNow, Zendesk, or Jira Service Management and adherence to documented processes.
• Understanding of Active Directory, account administration, basic networking concepts, and troubleshooting methodologies.
• Excellent communication, problem-solving, time management, and documentation skills, with a willingness to learn and grow within an IT support organization.

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.