Information Technology Service Desk
Shrivenham, Oxfordshire, UK
Electus Recruitment Solutions
and incidents from end users via phone, email, or ticketing system. Ensure that all incidents are appropriately categorised, prioritised, and tracked through the ticketing system. Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines. Collaborate with other departments and IT teams to resolve complex issues and improve service delivery. Document all support requests and resolutions in … the status of their incidents and requests. Monitor performance metrics, ensuring the team meets established service level agreements (SLAs). Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note. Continuous Improvement: Proactively identify areas for process improvement and recommend solutions to enhance service delivery. Continuously enhance technical knowledge More ❯
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