IT Support

• Manage tickets by raising, updating, prioritising, and escalating within SLA lead times and ensuring accurate ticketing updates
• Direct tickets to the appropriate departments and discuss potential fix outcomes with teams
• Act as the primary contact for reported faults affecting the locker network
• Build and maintain strong relationships with maintenance engineers and internal teams
• Prepare and send out daily reports and manage the planned downtime list
• Promptly respond to queries from other departments and manage expectations
• Verify issues by checking CCTV when necessary
• Continuously update documentation throughout the day
• Audit newly added lockers for compliance and performance
• Monitor locker capacity to meet customer demand
• Predominantly respond to queries and allocate work via email and ticketing software (not a call centre or IT support role)

Helpdesk Coordinator

Clinical IT Specialist, IVD Experience

IT Engineer

Technical Customer Support Manager

Audit Manager

Audit Manager – CASS Assurance