Job Responsibilities:

• Perform daily administrative tasks for the Service Desk to support service delivery operations, ensuring all functions are carried out efficiently and effectively.
• Receive queries and incident details, monitor performance against client SLAs, and ensure timely response and resolution of issues.
• Use basic diagnostic skills to address incidents where possible, following existing processes and procedures to troubleshoot and resolve common issues.
• Identify when issues need to be escalated and route them to the appropriate Service Desk queue, whether it be 2nd or 3rd Line Support or third-party organisations.
• Record all details of incidents, queries, and the actions taken in the C5 ticketing system, ensuring comprehensive documentation for audit and tracking purposes.
• Track the actions taken on incidents, follow up on their status and progress as needed, and ensure that all incidents are resolved in a timely manner.