IT support consultant

IT support and service desk functions are users' primary point of contact with the IT organisation. A well-functioning support function increases employee productivity, minimises downtime and ensures rapid resolution of technical problems. A consultant in this area can both lift daily operations and help professionalise processes and structures.

• 1st line support: First point of contact for users — password reset, basic troubleshooting and escalation.
• 2nd line support: Technically deeper troubleshooting of hardware, software and networks.
• 3rd line support: Expert assistance for complex system problems and escalated cases.
• ITIL processes: Incident, problem, change and service request management.
• Service desk management: Building and optimising the support organisation.

An IT support consultant can handle daily support operations, but can also be used to professionalise and streamline the support function through process optimisation, implementation of ITSM tools and training of support staff.

• Daily support: Handling user enquiries and technical problems.
• ITSM implementation: Setup of ServiceNow, TOPdesk, Jira Service Management etc.
• Process improvement: Analysis and optimisation of support workflows and escalation structures.
• Knowledge base: Building self-service portals and knowledge bases.
• SLA design: Definition of service levels and KPI structure for the support function.

Our network covers everything from junior support technicians to experienced service desk managers and ITSM architects.

• Support technician (1st/2nd line): Operational user and system support.
• Service Desk Manager: Management of support teams, SLA management and reporting.
• ITIL specialists: Process implementation and ITSM platform configuration.
• Desktop engineers: Endpoint management, MDM and workplace solutions.
• Onsite support: Physical support for offices and production environments.