• Provide first-level support for incidents and service requests via phone, ServiceNow and walk-up support.
• Troubleshoot and resolve user issues in a timely manner.
• Escalate complex issues where required and ensure accurate ticket management.
• Support continual service improvement and process enhancement initiatives.
• Assist with End User Computing projects and technology refresh programs.
• Maintain accurate documentation of incidents, requests, resolutions and support procedures.
• Monitor service desk queues and ensure tickets are prioritised and managed in line with agreed service levels.
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What You'll Bring

• Minimum 2 years' experience in a Service Desk or IT support environment.
• Experience working within an ITIL Service Management framework.
• Knowledge of ITSM tools such as ServiceNow.
• Strong customer service and communication skills.
• Ability to manage competing priorities and work effectively in a team environment.
• Experience providing remote technical support to end users.
• Strong problem-solving and troubleshooting skills with the ability to identify and resolve issues efficiently.
• A proactive mindset with a commitment to continuous improvement and delivering high-quality support services.