1st Line Support Engineer

### How you’ll fit in to the big picture The role involves handling user queries, IT issues, and requests by ensuring they are accurately logged in the ITSM tool and progressed in line with Service Level Agreements (SLAs). Each ticket must be validated and triaged for appropriate processing. You will provide clear and timely communication to service users from initiation through resolution, liaising with client internal teams via the correct channels as required. Additionally, you will drive process optimization through analysis, reviews, reporting, and initiatives such as automation, competence building, and knowledge sharing. Continuous development within the defined IT skill set framework is expected to maintain and enhance service quality.### What you’ll be doing * Adhere to the Incident, Major Incident, Problem, Knowledge, and Change Management processes* Answer incoming calls in a professional, confident and timely manner.* Assist users via phone, email and using the client ticke...