Job Description

Key Responsibilities Incident and Service Request Management • Receive, log, categorize, prioritize, and manage incidents and service requests through approved contact channels. • Provide first-line support for standard end-user issues, including: • Access and password-related issues • Application support • Hardware troubleshooting • Software issues • Connectivity and network access issues • General IT support requests • Make an initial determination of potential resolution based on symptoms, known errors, knowledge articles, and available diagnostic information. • Resolve tickets at first contact where possible using approved tools, processes, scripts, and knowledge base articles. • Escalate incidents and service requests to Level 2 or appropriate resolver groups when resolution is outside Level 1 scope. • Track assigned tickets through to closure and ensure users are updated in accordance with agreed procedures and service levels. • Relate new incidents to existing incidents, known errors, outages, or major incidents where applicable. Customer Support and Communication • Act as the single point of contact for users requiring IT support. • Answer user calls professionally and manage interactions through to resolution or proper handoff. • Communicate clearly and professionally with users through phone, chat, email, or ticketing channels. • Keep end users informed of ticket status, progress, next steps, and expected resolution timelines. • Obtain user confirmation, where required, before resolving or closing tickets. • Handle VIP and high-priority tickets with urgency, professionalism, and appropriate escalation.