Reporting to the Service Desk Team Leader and Manager, you will play a key role in delivering customer-focused ICT support services. You’ll be responsible for managing incidents and service requests, ensuring timely resolution in line with service level agreements, and maintaining high standards of documentation and communication.
You’ll work closely with internal technology teams, service delivery professionals, and stakeholders across the organisation, while occasionally liaising with external vendors.
Key Responsibilities:
- Provide proactive, high-quality ICT support via phone and email
- Manage incidents and service requests through to resolution, maintaining ownership throughout
- Deliver strong first-call resolution across standard desktop applications and approved software
- Escalate incidents appropriately while ensuring SLAs are met
- Accurately document all activities in call management and knowledge systems
- Perform user administration and general service desk duties
- Meet or exceed agreed KPIs for response and resolution times
- Contribute to continuous service improvement initiatives
- Support vendor and external service provider performance where required
- Proven experience delivering excellent customer service
- Experience working within an ICT Service Desk environment
- Strong communication skills (written and verbal)
- Solid problem-solving and troubleshooting ability
- The ability to prioritise, manage deadlines, and work under pressure
- High attention to detail and strong documentation skills
- Experience handling confidential and sensitive information
- A proactive approach to learning new systems, tools, and processes
