devices (printing, laptops, desktops, managed service desk, boardroom equipment, Microsoft Services and
problem management database provided through the service desk. Handles problem recognition (catalogue of services)
resolution of technical issues escalated by Service Desk, Level 1 or 2 IT resources. IT Technical design budgets. Prioritise and respond to escalated service desk tickets and IT support service providers, ensuring
Resolution (FCR) to 70% on all calls logged to Service Desk Objective 3: Client Experience Key Results : : Manage MTT Response for the Service desk to 90% and higher of ESD MTTr SLA Objective 4 : Client Experience
of the day-to-day working relationship to the Service Desk and Support team as well as the CSM where one RELATIONSHIPS: Internal: Customer success managers Service desk Technical delivery teams, managers and senior
customers: Analyse recurring incidents on the service desk and solve through interaction with key stakeholders
Reviewing tickets and requirements on Autotask Service Desk Ensuring Autotask is updated on ticket progress
end-user support for CRM applications through our Service Desk, promptly addressing cases as they arise. Escalate
Deliver a first line support service via the service desk by logging incidents and service requests received
will serve as a 3rd level of escalation for the Service Desk attending to more intricate service requests