Restore client service by resolving incidents and service requests within documented L1 scope, applying sound technical judgement and effective troubleshooting to achieve timely outcomes.

- Own tickets end to end within L1 capability, ensuring issues are either resolved or escalated with complete technical and business context.

- Ensure every client interaction results in a explicit understanding of what occurred, what action was taken, and what the next steps are.

- Contribute to consistent service performance by prioritising work appropriately, coordinating with peers, and supporting overall queue health.

- Deliver clear, professional communication to clients across all channels, translating technical issues into understandable language and setting realistic expectations.

- Achieve personal performance outcomes defined in Goals & Objectives plan, demonstrating consistent delivery against L1 standards.