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Providing 1st and 2nd line support to internal and external customers and facilitating the use of the self-service portal
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Responding to i----------- and requests logged to the GSD in a timely manner in accordance with agreed SLAs and operational requirements, capturing detailed records of any actions and/or closure details
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Embracing best practice methods for all process requirements
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Owning, tracking route and redirect all tickets to the correct resources
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Escalating unresolved queries to the next level of support
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Operating within a team, providing a 24/7 follow-the-sun service delivery function across a diverse, multi-site global organization
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Following up with customers, providing feedback and seeing problems through to resolution
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Observing and responding as a matter of priority to alerts from the ticketing and monitoring systems
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Following policies and procedures and recommending procedure modifications or improvements
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Preserving and growing your knowledge of service desk procedures, products and services
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Liaising with third party suppliers, manufacturers and internal Digital Technology Group teams to escalate and resolve issues as required
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Collaborating with Digital Technology support teams to build out knowledge and capabilities within the GSD
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Participates on ServiceNow testing and ServiceNow Administration
