Role Purpose Providing business-as-usual (BAU) IT support across multiple client sites. Key Responsibilities Follow established protocols to identify, register, and categorise incidents Prioritise and categorise incidents based on severity and impact Gather incident details for swift resolution and assign to the appropriate support teams Ensure accurate data collection and trend analysis Facilitate collaboration between teams for efficient incident resolution Monitor incident status, provide updates, and generate reports for continual improvement Maintain detailed documentation and contribute to internal knowledge bases Conduct post-incident analysis and support implementation of corrective actions Perform installations, moves, and additions of IT equipment at customer sites Contribute to activities of all on-site teams as required Analyse IT tickets and prioritise according to business impact Follow asset management policies and procedures Meet or exceed SLA commitments Proactively identify and progress service improvements Work with on-site management to enhance service delivery Skills and Experience Incident and request ownership and management Second-line support for software and hardware fault resolution Installation, moves, and addition services for IT equipment Contribution to broader on-site team operations Analysis and prioritisation of IT service tickets Familiarity with local asset management processes Consistent SLA performance Proactive in service improvements Collaborative approach with on-site management