Job Description

Responsibilities

Service Desk & Call Management

  • Log, categorise, and prioritise Incidents, Service Requests, and Events

  • Provide first-line Incident diagnosis and resolution.

  • Act as an escalation point for critical, high-priority, or SLA-breaching incidents.

  • Contribute to Knowledge Management and Continual Service Improvement.

  • Maintain up to date technical knowledge through internal and external training provision.

    • Customer & Stakeholder Communication

  • Act as a primary point of contact for customers regarding faults, maintenance, and service updates.

  • Provide clear and timely communication to account managers, and internal stakeholders including our alarm receiving centre.

    • Engineer & Resource Coordination

  • Escalate unresolved Incidents in line with Service Desk escalation procedures.

  • Provide support and background information and alloca...

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