Diagnosing and resolving technical issues relating to desktop environments, end‑user devices, enterprise applications and core IT services.
Acting as a point of escalation for more complex issues from first‑line support where appropriate.
Escalating unresolved incidents to senior technical teams or third‑line support with clear troubleshooting information and supporting evidence.
Supporting users with technical issues in a professional and customer‑focused manner, providing clear communication and regular updates throughout the incident lifecycle.
Working collaboratively with wider IT teams to support issue resolution, operational activities and service improvements.
Creating and maintaining accurate documentation within the service management system, including troubleshooting steps and resolutions.
Contributing to knowledge sharing and supporting the creation or maintenance of know...