Service Desk Professional

Key Responsibilities

• Receive and log calls, emails, and web tickets from UK-based end users for services, inquiries, and problem notifications
• Attempt to resolve incidents related to desktops, laptops, office applications, printers, and other end-user computing equipment
• Escalate unresolved issues to Level 2 support teams following the defined escalation process
• Triaging tickets to appropriate support groups based on category
• Track and follow up on tickets until closure
• Provide accurate and timely updates to users regarding ticket status
• Maintain professional communication with clients, ensuring high-quality service delivery
• Learn and adapt quickly to technical education provided on-the-job
• Work in a 24/7 support shift environment as required