Operations

• Act as a single point of contact for phone calls, chats and emails from staff regarding IT issues and queries.
• Answer and respond to phone calls in a friendly effective manner, working towards SLA targets.
• Accurately record and prioritize incidents and service requests against SLAs and resolution targets.
• Own and progress call queues (own queue & teams’ queue) and support tasks, ensuring timely resolution within SLA.
• Resolve escalated calls from the business and aim to resolve 90% of first-time fix incidents.
• Monitor IT ServiceNow unassigned queues and IT Service Desk mailboxes.
• Provide 1st/2nd line support for Windows 10, MS Office Apps, Network, VPN, System Slowness, Zscaler, Active Directory, Office365, Intune; escalate to support teams when necessary.
• Use ServiceNow for incident management, requests, dashboards and reporting; contribute to problem and change processes.
• Proactively participate in IT project work and drive continuous service improvement.
• Promote teamwork and knowledge sharing; create, maintain and review knowledge articles shared with all IT support teams.
• Ensure Service Desk performance targets are met or exceeded; assist with diagnosis and resolution of incidents and problems.
• Provide professional and timely communication to end users when calls exceed SLA or are resolved by other support groups.

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