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You will be responsible for managing cases, incidents, and service requests, ensuring they are logged, tracked, and resolved in line with agreed processes and service levels.\nThe role also involves maintaining clear and effective communication with users throughout the lifecycle of their requests. This includes providing regular updates, managing expectations, and ensuring a high standard of customer service at all times. Through effective case management and professional communication, you will help ensure a positive user experience and the smooth delivery of services.\nKey Responsibilities\nCapturing resolution information and feeding into Knowledge Management\nRouteing Incidents to support specialist groups when needed \nAnalysing for correct prioritisation, classification and providing support to 1st Line teams\nProviding ownership, monitoring, tracking and communication of Incidents\nProviding resolution and recovery of Incidents not assigned to support specialist groups\nClosing Incidents\nMonitoring the status and progress towards resolution of assigned Incidents\nKeeping users and the Service Desk informed about Incident progress\nSkills, Knowledge and Expertise\nInterpersonal skills, such as telephony skills, communication skills, active listening and customer care training\nBusiness awareness: specific knowledge of the organization’s business areas, drivers, structure, priorities etc.\nService awareness of all the organization’s key IT services for which support is being provided\nSoftware and applications expertise to a level appropriate to diagnose and resolve the majority of incidents\nFault diagnosis skills\nSupport tools and techniques\nAwareness training and tutorials in new systems and technologies, prior to their introduction\nProcesses and procedures (Incident, Change , Knowledge and Problem)\nWider overview of ITSM processes and procedures\nCustomer service experience must be customer focussed with excellent communication skills and happy to be customer facing\nStrong personal development and motivational skills required to be flexible, positive and have good organisational and interpersonal skills\nMust be patient, diplomatic and able to work as part of a team and using own initiative\nAbility to work well under pressure, prioritising cases to meet SLA’s\nFlexible to respond to ongoing customer and business demands\nExperience of supporting software 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