1. Escalation of Major IT Incidents.
2. AD user records currency, network Share access, account provisioning/termination.
3. Provide high-quality customer service on inbound and outbound calls.
4. Provide efficient and effective query resolution by taking ownership for first call resolution.
5. Identify opportunities to provide information regarding other value-added services.
6. Participate in formal and informal team-based training.
7. Adhere to all legislative requirements required for the role.
8. Ensure Service Level compliance for Incidents and Requests.
9. Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner.
10. Use agreed on IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered.
11. Maintain and improve on key Service Desk performance indicators.
12. Participation in quality development.
13. Active involvement in team and cultural change within the Service Desk team.
14. Other responsibilities as directed by the Manager or Team Leader, Service.