Associate/Senior Associate - Service Desk Improvement

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Description

The Associate / Senior Associate - Service Desk Improvement provides first-line support through telephone, portal, chat and email. The role records, categorises, priorities, diagnoses and resolves incidents, fulfils approved standard requests, and retains ownership of the customer experience when work is escalated. The Senior Associate operates with greater independence on complex first-line issues, supports shift handovers and quality, coaches colleagues, and contributes to knowledge and controlled shift-left. The role does not own specialist engineering, security investigation, application development or infrastructure administration unless an activity has been formally documented, trained, authorised and controlled for Service Desk fulfilment. Core responsibilities Act as a professional single point of contact for IT incidents and service requests through supported channels; verify user identity and capture the affected service, device, location, business impact and required evidence. Create, categorise and prioritise tickets accurately using agreed impact and urgency criteria; check known incidents and outages; set clear expectations and provide meaningful updates. Perform structured first-line diagnosis using approved knowledge, remote-support tools and troubleshooting methods; resolve within authorised capability and confirm restoration before closure. Fulfil approved standard requests only when required information, approvals and controls are present; route privileged,

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