Responsibilities
Service Desk & Call Management
Log, categorise, and prioritise Incidents, Service Requests, and EventsProvide 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...