Service Desk Consultant

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 LAWA’s 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 re[1]evaluated 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