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- Be the primary point of contact to accept phone calls into the Service Desk, logging onto the ISM system and triaging, applying simple fixes where available or assigning to the appropriate teams
- Be the primary point of contact to accept Self Service requests/tickets, ensuring all the required data is captured, tickets are set to the correct priority level, assigned to the correct internal team for management or apply simple fixes
- Where demand is reduced, undertake ticket admin tasks such as call chase ups, keeping customers informed of progress and ensuring ticket closures carry the acceptance of the customer
- Experience of working in a contact centre / IT Service Desk
- Experience of customer service
- Experience of ticket management including setting of priorities, capturing details and recording correctly
