Kahua Service Desk Agent - Project Consultant

Deloitte Deloitte · Consulting

This role is for a Service Desk Agent at Deloitte, focusing on providing first-level support for a Construction Management Platform. Responsibilities include triaging and resolving user issues, contributing to the knowledge base, and participating in continuous improvement activities. The role requires strong communication, attention to detail, and the ability to manage multiple tasks.

What you'd actually do

  1. Serve as the primary first point of contact for Construction Management Platform users via phone, email and the in-platform ticketing app
  2. Triage and document incoming issues and resolving simple and moderately complex issues directly where possible (including user login and credential problems, password resets, basic configuration and navigation questions, UI glitches and data corrections)
  3. Work as part of a supportive delivery team, providing structured onboarding, coaching, and ongoing guidance
  4. Contribute to the service desk knowledge base, support content updates, and participate in continual-improvement activities tied to monthly service desk metrics (response time, resolution time, escalation rate, ticket volume)

Skills

Required

  • Associate's degree
  • 3+ years of help desk/service desk experience
  • Ability to travel up to 0-10% on average, based on the work you do and the clients and industries/sectors you serve
  • Ability to work independently and collaborate as part of a team
  • Effective written and verbal communication skills
  • Meticulous attention to detail and quality of work product
  • Ability to build and sustain professional relationships
  • Ability to lead projects or workstreams
  • Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
  • Strong interpersonal skills and professional demeanor
  • Ability to meet deadlines
  • Ability to provide clear guidance to others

Nice to have

  • Experience with Kahua's construction management platform

What the JD emphasized

  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future