- Oversee service requests from end to end, as lifecycle owner, ensuring users are kept up to date on the progress of their incidents and requests as required

- Ensure operational matters are communicated appropriately within the service desk team, operations bridge and to other internal and vendor support teams

- Maintain documents and participate in meetings as required

Ideally, we're looking for the following:

Let's look at you:

- You know that by the time people get to you they can be frustrated and feeling confused about how best to fix their problem. Your approachable, helpful, and empathetic style puts them at ease and makes them feel like you can solve anything!

- Sound technical knowledge of IT infrastructure, IT applications, and IT networks.

- Previous experience in face-to-face customer service or in an agile, product engineering led or IT Department highly desirable.

- Solid customer service skills, problem solving skills and a commitment to excellence.

- Any prior knowledge in ServiceNow is a nice to have