- Represent the Service/Deskside Support team at operational, technical, and customer-facing meetings, acting as a key point of contact for service delivery matters.
- Provide regular updates and weekly performance reports to management, highlighting team achievements, key activities, service metrics, ongoing issues, and areas for improvement.
- Conduct regular Jira ticket analysis to identify recurring incidents, common service requests, trends, and root causes impacting users and service delivery. Drive continuous service improvement initiatives focused on increasing first-time resolution rates, reducing ticket volumes, and enhancing the overall customer experience
- Incident and Request Management: Manage customer incidents and service requests from initial logging through to resolution, ensuring all activities are accurately recorded and tracked within the Jira platform. Maintain a high standard of service delivery by processing incidents and requests promptly, efficiently, and with appropriate attention to detail.
Technical Troubleshooting: Apply strong technical knowledge to diagnose, troubleshoot, and resolve a wide range of IT issues. Collaborate with Level 2 and Level 3 support teams when required for more complex incidents, while retaining
- ownership of applicable Priority 3 (P3) and Priority 4 (P4) issues within the Service Desk function.
- Customer Communication: Deliver a professional and customer-focused support experience, providing regular updates on incident and request status while effectively managing customer expectations. Support users through multiple communication channels, including phone, email, Jira and face-to-face interactions.
- Knowledge Management: Contribute to the development, maintenance, and continuous improvement of the knowledge base by documenting known issues, workarounds, resolutions, and best practices. Ensure knowledge articles remain accurate and up to date to support efficient issue resolution across technical teams.
- Escalation Management: Proactively identify incidents with the potential to become major service-impacting events and escalate them to the appropriate technical teams and management stakeholders. Support the timely resolution of Priority 1 (P1) and Priority 2 (P2) incidents in accordance with agreed service level targets.
Ticket Management and Governance: Maintain excellent ticket hygiene standards, ensuring all tickets are categorised, assigned to the appropriate resolver group, and progressed within agreed timeframes. Ensure tickets are assigned within 30 minutes of logging and are actioned, updated, or resolved in line with established SLAs.
