Position Description
To provide first‑line technical support to internal and/or external customers, resolving incidents and service requests at the point of contact where possible, and ensuring all issues are logged, categorised, and progressed in line with agreed service levels.
Key Responsibilities
- Act as the first point of contact for IT incidents and service requests via phone, chat, portal, or email.
- Log, categorise, prioritise, and accurately document all issues in the ITSM tool.
- Resolve standard issues and requests at first contact using documented knowledge articles and procedures.
- Escalate complex or unresolved incidents to appropriate Level 2/3 support teams.
- Provide clear and professional communication to customers throughout the ticket lifecycle.
- Maintain ownership of incidents and requests until resolution or handover.
- Follow defined processes, including incident, request, and knowledge management practices.
- Contribute to knowledge base articles and update existing documentation where required.
- Meet or exceed performance targets (e.g. SLA adherence, first‑contact resolution).
- Support continuous improvement by identifying recurring issues and trends.
Person Specification
Essential
- Experience in a customer service or IT support environment.
- Basic understanding of IT systems, hardware, and software troubleshooting.
- Strong communication and interpersonal skills.
- Ability to follow procedures and work within a structured framework.
- Good attention to detail and accurate record‑keeping.
- Ability to work in a fast‑paced, service‑oriented environment.
- Advanced level of spoken and written English language (B2 or C1).
- Ability to work a flexible schedule (evenings/weekends).
Desirable
- Experience with ITSM tools (e.g. ServiceNow).
- Familiarity with ITIL foundations or service desk processes.
- Experience working with knowledge bases or KCS principles.
Regards,
Jemima Dasari
[Confidential Information]
