Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the business.
Logging all tickets for incidents or requests that are reported.
Ensuring that first line incidents are resolved quickly and efficiently.
Ensuring that second line incidents are investigated and promptly escalated where required.
Proactively managing open incidents, working with 2nd and 3rd line teams to gain the fastest resolution based on incident SLA.
Providing remote support and fixes.
Providing administrative support to ensure systems are maintained and escalating any resulting issues.
Maintaining and administering user accounts, ensuring users only have access to what they require in order to fulfil their roles.