Provide high-quality customer service across all end-user communications.

- Log all contacts in the service management system as incidents, queries, complaints, service requests, or change requests, following Service Desk scripts and procedures.

- Respond to and action contacts in line with SLAs, OLAs, and KPIs.

- Troubleshoot and diagnose all requests, ensuring accurate categorisation and priority assignment.

- Follow all applicable Service Desk procedures and repository guidance.

- Provide procedural advice and technical fixes to support timely resolution.

- Maintain regular end-user updates through to incident or service request resolution.

- Meet contractual service level targets across contact handling, incidents, and service requests.

- Own assigned incidents, queries, complaints, and service requests through to resolution, including escalation and closure where required.

- Record all activities in the service management system through to closure.

- For Fixed-on-First SLAs, attempt resolution within ten minutes using technical knowledge, knowledge articles, procedures, and scripted questions; escalate when required.