Support Desk Consultant

Support Desk Consultant

Our client is seeking a Support Desk Consultant to support and improve day-to-day service desk operations within a Microsoft-based environment. This is a hands-on, player-coach role that combines technical support, incident management, and operational process improvement.

The successful candidate will work closely with internal IT teams and a small group of support analysts to ensure consistent, responsive, and high-quality end-user support. In addition to handling escalations, this role will focus on improving service desk operations through better ticket management, reporting, documentation, and workflow optimization.

This is a 6-month contract with potential extensions, working in a hybrid model (2–3 days per week onsite in Toronto).

RESPONSIBILITIES

• Support day-to-day service desk operations, including ticket queues, response times, backlog management, and escalation handling

• Act as a senior escalation point for complex technical issues across end-user devices, Microsoft 365, and enterprise applications

• Support and improve incident management processes, including root cause analysis and resolution tracking

• Work closely with support analysts to provide guidance, troubleshoot issues, and improve team effectiveness (player-coach capacity)

• Monitor and report on SLA performance, identifying trends, bottlenecks, and opportunities for process improvement

• Administer and optimize JIRA Service Management, including workflows, ticket categorization, automation, and reporting

• Improve service desk processes, documentation, and knowledge base content to enhance efficiency and user experience

• Support asset lifecycle activities, including device tracking, inventory accuracy, and hardware refresh coordination

• Collaborate with internal IT teams and external vendors to resolve issues and improve overall service delivery

• Contribute to IT operations improvements by identifying gaps, recommending solutions, and supporting implementation of best practices

QUALIFICATIONS

• 5+ years of experience in service desk or technical support environments, with exposure to escalations and high-volume support operations

• Strong hands-on experience with JIRA Service Management, including workflow configuration, ticket management, and reporting

• Solid working knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint), Azure environments, and endpoint support

• Strong understanding of incident and problem management practices, including root cause analysis and service improvement

• Experience working in operational IT environments, with exposure to service performance tracking and reporting

• Ability to handle competing priorities and work effectively in fast-paced support environments

• Strong troubleshooting and analytical skills, with the ability to diagnose issues and implement practical solutions

• Clear communication skills, with the ability to interact with both technical teams and business users

• ITIL or relevant certifications are an asset