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4.0 WHAT YOU WILL DO

Level 1 Responsibilities

 Perform initial triage of IT incidents and service requests logged via the Helpdesk system.

 Act as the first point of contact, including making the initial call to users to diagnose issues.

 Record accurate, clear, and detailed notes, updates, and resolutions in Helpdesk tickets.

 Assess ticket priority and impact, ensuring correct categorisation and handling in line with SLAs.

 Resolve common Level 1 issues including user access, Microsoft 365, basic workstation, printer,

and mobile device support.

 Escalate incidents to higher-level support where required, providing full troubleshooting context.

 Restore service operation as quickly as possible while minimising business impact.

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 Participate in a rostered after-hours on-call rotation as required.

Level 2 Responsibilities

 Investigate and resolve escalated incidents beyond Level 1 scope, including server-side issues,

network connectivity, and advanced application troubleshooting.

 Provide Tier 2 support for Oracle Simphony POS systems, including terminal configuration, menu

loading errors, network connectivity issues, and interface faults.

 Liaise directly with Oracle support and internal stakeholders for Simphony-related escalations,

ensuring complete ticket documentation and handover.

 Manage and resolve escalated Microsoft 365, Active Directory, and Citrix issues.

 Maintain shift handover logs and knowledge base to ensure continuity across time zones and

offshore/onshore teams.

Documentation & Continuous Improvement

 Create, update, and maintain technical and end-user documentation, knowledge base articles, and

SOPs.

 Identify recurring incidents and propose permanent fixes or process improvements to reduce repeat

tickets.

 Contribute a minimum of two knowledge base articles per month to support FCR improvement.