About the role:
- Accurately Identify, investigate and analyse occurrences of incidents, documenting all relevant information within the centralised toolset.
- Ensure incidents are categorise and prioritise as per the established process.
- Ensure incidents and service requests are resolved or completed within the defines SLA timeframe.
- Accurately complete service requests submitted by staff members and record all applicable details within the ITSM toolset.
- Escalate incidents in a timely manner where action is required beyond the scope and capability of the IT Service Desk team.
- When required, create problem records within the ITSM toolset for further investigation, and ensure they are assigned to the appropriate team for investigation.
- Where required, follow the established change management process to document the required steps for implementing, testing and rolling back the proposed change.
- Assist with the identification, evaluation and analysis of new process improvement opportunities within the IT Service Desk and other IT Operations teams, focusing on continual service improvement.
- Participate in the process of evaluating potential solutions for identified incidents, process gaps and opportunities for improvement. Collect, document and present technical and functional requirements for consideration by the management team.
- Where directed, act as a central co-ordinator for the implementation activities of management-approved solutions.
- Customer Service
