Service Desk Consultant
Service Desk Consultant
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Job Description
Job Title: Service Desk Consultant
Location: Los Angeles CA - Hybrid
Job Overview:
We are seeking an experienced Service Desk consultant to join our IT team. In this role you will be responsible for identifying and implementing best practices as well as overseeing the entire The New and Improved IT Service Desk lifecycle. The main objectives is to assess evaluate recommend and help implement a more efficient IT Service Desk.
Key Responsibilities:
The scope of work for the consultant includes the following tasks:
Review and analyze the current IT Service Desk processes and identify the
strengths weaknesses opportunities and challenges.
Identify best practices on how to make LAWAs IT Service Desk more efficient. This
shall include the best practices such as automating incident ticket management.
Design and implement service desk automation to streamline processes and
improve efficiency. This shall include automation that can help in auto-triaging
email requests automating common tasks prioritizing smarter and assigning
tickets to the right people.
Conduct and document the lessons learned and best practices from each task and
incorporate them into the continuous improvement of the IT Service Desk process.
Provide training and coaching to all stakeholders as necessary on the IT Service
Desk process.
Consultant is required to report onsite 3 days a week (Tuesday Wednesday and
Thursday) to familiarize themselves with the current IT Service Desk process and
involved stakeholders. The necessity for onsite work will be periodically re1evaluated to determine if the work can be satisfactorily completed offsite
The consultant will be responsible for identifying and implementing best practices as well
as overseeing the entire The New and Improved IT Service Desk lifecycle.
The ideal candidate for this position should possess the following attributes:
Excellent communication skills both written and verbal with the ability to convey
information clearly and effectively.
Knowledge and experience automating repetitive processes to increase efficiency.
Proficiency in communicating through various channels including email phone
and in-person meetings.
Familiarity with ServiceNow.
Employment Type
Full-time
