Desktop Support Lead

- I will use the Incident Management tool to accurately record and update all Incidents/Requests in line with defined quality requirements. - I will maintain high levels of incident ownership throughout the incident lifecycle to ensure satisfactory customer resolution. - I will work as part of a team to provide a high-quality support service to our UK offices by resolving incidents/requests in a timely manner, both remotely and in person. - I will take ownership of issues by conducting problem analysis to implement temporary or permanent fixes to restore services as soon as possible. - I will provide support at events and meetings as required by the business. - I will ensure desktop security configurations and practices are implemented and maintained in line with our policies and procedures. - I will assist with covering or managing overflow Service Desk calls, ensuring they are processed and logged according to incident management and quality management processes. - I will contribute to knowledge sharing by creating or amending support documentation for our Knowledge Base.