The Technical Service Desk will additionally provide a Level 2 Support capability to investigate, diagnose and resolve alerts and incidents, appropriately escalating activities for onward support from the wider support model.
Acting as the first point of contact for customers and users who need IT support and solutions, you will have the skills and competencies to deliver high-quality service, resolve issues efficiently, and align with the business goals and strategies.
You will be working as part of a team that delivery 24/7/365 service provision on a rotation basis, shift patterns and/or oncall shifts required in a service that is at the heart of the digital footprint across all government services.
Responsibilities:
• Responsible for producing, reviewing, updating and correcting support call documentation and procedures within the Service Desk management system and ensuring accurate incident details and history.
• Helping to identify and develop process optimisation opportunities and contribute to the implementation of solutions that further develop the agreed Service Desk procedures.
• Leading by example in the resolution of complex user requests and ensuring a minimum of the agreed service level agreements.
• Maintain confidentiality in accordance with our data protection policies and procedures.
• Responsible for owning an issue until either a new owner has been found or the problem has been mitigated or resolved.
• Keeping up-to...