• Provide first-line support to internal and external users.
• Manage and resolve incidents, service requests and user enquiries.
• Administer user access in line with established access management controls and processes.
• Monitor support channels and respond to requests in a timely and professional manner.
• Record, update and maintain accurate information across service management and knowledge management platforms.
• Troubleshoot issues and escalate appropriately when required.
• Work collaboratively with technical and operational teams to support timely resolution of issues.
• Contribute to knowledge management, process improvement and support documentation.
• Identify opportunities to improve service efficiency, user experience and operational processes.
• Communicate clearly and professionally with a diverse range of stakeholders.
• Support a positive, inclusive and collaborative workplace culture.
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What You’ll Bring

• Experience in a service desk, application support, technical support or digital operations environment.
• Strong customer service and communication skills.
• Experience managing incidents, service requests and user access.
• Familiarity with service management and collaboration tools such as Jira, ServiceNow, Confluence or similar platforms.
• Strong attention to detail and accurate record-keeping skills.
• A structured approach to troubleshooting, prioritising and resolving issues.
• The ability to work independently while collaborating effectively with technical and business teams.
• The ability to quickly learn new systems, applications and processes.
• A proactive mindset and genuine interest in continuous improvement.
• Strong organisational and time-management skills.
• A professional, approachable and customer-focused attitude.