• Identify patterns and recurring incidents — escalating to Problem Management where systemic issues are suspected.
• Collaborate with Level 3 resolver groups, infrastructure teams, and application teams to resolve complex incidents.
• Provide technical mentoring and support to Level 1 analysts on advanced troubleshooting techniques.

Service Request Fulfilment

• Process and fulfil service requests in accordance with the service request catalogue, fulfilment procedures, and agreed SLAs.
• Common service request types include:

• Ensure all service requests are logged, tracked, and fulfilled within agreed SLA targets.
• Verify fulfilment with the requesting user before closing the request.
• Escalate requests that cannot be fulfilled within standard procedures to the appropriate team with clear handover information.

Communication & User Experience

• Provide professional, courteous, and empathetic communication in every user interaction — regardless of channel (phone, email, chat, portal, walk-up).
• Keep users informed of incident progress, expected resolution times, and any changes to status — proactively, not only when chased.
• Set realistic expectations — if resolution will take time, explain why and what happens next.
• Manage user frustration with patience and professionalism — acknowledging impact and demonstrating urgency.
• Ensure all ticket updates are written clearly, factually, and in language the user can understand — avoiding unnecessary jargon.
• Follow up with users after resolution to confirm satisfaction and ensure the issue has not recurred.
• Contribute to a positive perception of the IT organisation through every interaction.

Major Incident Support

• Support Major Incident Management processes by:
  • Identifying potential major incidents based on impact, urgency, and volume of related contacts.
  • Escalating suspected major incidents to the Major Incident Manager or on-call management immediately.
  • Logging and linking all related contacts to the major incident record.
  • Providing frontline communication to users during major incidents — relaying status updates, workarounds, and expected resolution times.
  • Reducing call/contact volume during major incidents through proactive communication (recorded messages, portal banners, email notifications).
  • Follow major incident communication scripts and procedures — ensuring consistent, accurate messaging.

Knowledge Management

• Use the knowledge base as the primary reference for incident diagnosis and resolution — following documented procedures before improvising.
• Contribute to knowledge base improvement by:
  • Identifying gaps — incidents resolved through undocumented methods should result in new knowledge articles.
  • Drafting new knowledge articles and submitting them for review and approval.
  • Flagging inaccurate, outdated, or incomplete knowledge articles for update.
  • Providing feedback on knowledge article usability and effectiveness.
  • Participate in knowledge sharing sessions within the service desk team.
  • Ensure knowledge articles follow the organisation's knowledge management standards and templates.

Monitoring & Event Response (Where Applicable)

• Monitor alerting dashboards and event management consoles (where this responsibility is assigned to the service desk).
• Acknowledge, triage, and respond to automated alerts in accordance with documented procedures.
• Escalate alerts that indicate service degradation or potential incidents to the appropriate resolver groups.
• Log incidents from monitoring alerts — ensuring correlation with user-reported incidents where applicable.

Queue Management & SLA Compliance

• Manage personal and team ticket queues to ensure incidents and requests are progressed within SLA targets.
• Prioritise workload based on SLA timers, business impact, and priority — not first-in-first-out by default.
• Ensure no tickets are left unattended, stale, or breaching SLA without action or escalation.
• Update ticket records with every action taken — maintaining a complete and accurate audit trail.
• Escalate tickets at risk of SLA breach to the Service Desk Team Lead or Shift Lead proactively.

Reporting & Metrics Contribution

• Contribute to service desk performance metrics through accurate and timely ticket logging, categorisation, resolution, and closure.
• Key metrics the analyst directly influences:

Essential Required Skills & Experience

• Experience in an IT Service Desk, IT Support, or IT Helpdesk role providing Level 1 and/or Level 2 support.
• Strong technical troubleshooting skills across end-user