Job Description
Reporting to the IT Service Desk Manager you will be responsible for:
Incident, problem & request management, including:
Accurately record, categorise, prioritise and resolve incidents received via email, telephone and service desk communication channels.
Ensure incidents and service requests are completed within the defines SLA timeframe.
Accurately complete service requests submitted by staff members and record all applicable details within the ITSM toolset.
Escalate incidents in a timely manner where action is required beyond the scope and capability of the IT Service Desk team.
When required, create problem records within the ITSM toolset for further investigation, and ensure they are assigned to the appropriate team for investigation.
Identify opportunities for continual service improvement within the IT Service Desk and other IT Operations teams and direct them to management for review.
Provide exceptional customer service at
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