Deliver first and second-line technical support to users across hardware, software, mobile devices, and business applications via desk-side support, phone, email, and remote assistance.
Log, track, and manage incidents and service requests through the IT Service Management platform, ensuring timely resolution and escalation where required.
Monitor and manage Service Desk queues and inboxes, ensuring incidents are prioritised and resolved within agreed SLAs.
Provide exceptional customer service by keeping users informed throughout the resolution process and managing expectations effectively.
Troubleshoot and resolve IT issues at first point of contact wherever possible, improving first-time fix rates and user satisfaction.