Main Duties / Areas of Responsibility (List is not exhaustive)
- Open and review Service Desk Calls; ensuring the customer provides an appropriate level of information.
- Allocate Service Desk Calls to appropriate queue/consultant.
- Ensure that Service Desk Calls are monitored in-line with SLAs and updated efficiently and effectively.
- Proactively communicate with the business in order to provide updates on outstanding incidents and projects.
- Assist in the investigation and resolution of issues relating to in-house toolsets in order to assist the team in providing a high level of customer service.
- Administer Change Control.
- Build and maintain strong working relationships with key business users, colleagues and support bodies in order to provide a professional customer service approach.
- Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit.