• Handle incoming enquiries and fault reports from customers received through a variety of channels including email, chat and through the service catalogue application.
• Document in detail the reported issue, and through communication with the customer, establish the severity and urgency of resolving the fault. Identify steps to resolve the issue or provide a suitable work-around to the customer while further investigation occurs.
• Consult external support staff to assist with troubleshooting faults and promptly allocate unresolved issues to the responsible support team. Provide regular updates to the customer by monitoring the progress of the fault resolution.
• Provide input into the development and improvement of knowledge articles and Standard Operating Procedures.
• Conduct all work in accordance with agency policy and formal agreements between customers and the Service Desk.