Job role summary The primary focus for this position is to be attentive to customer needs in response to requests for service support to help resolve IT related faults and issues through effective job ticket administration. Responding to all requests by recording comprehensive details in the call log system and internal distribution of tickets to IT helpdesk service teams. This is a critical customer communication role that through a team effort will deliver high standards and exemplary quality of service leading to total customer satisfaction. Duties, Tasks and Responsibilities * To answer incoming telephone calls promptly in a clear and professional manner. * Monitor, manage and respond to the inbox e-mails ensuring a timely, friendly and clear written response. * Create support tickets in the management system accurately recording information generated from telephone calls and emails. * Monitor the unassigned call queue and ensure a timely and friendly response, also ensure these tickets are allocated promptly to the appropriate team. * Oversee and manage engineers call queues to ensure tickets are being dealt with promptly and without delay. * Monitor and manage the progression of incident calls across the support teams to completion. * Ensure open incident and request tickets are adequately and promptly updated. * Help identify shortfalls that may impact on service delivery standards and work with s...