• Dealing with incoming faults in a professional, courteous manner over the phone and via email • Taking ownership of faults and managing them in a logical and methodical manner • Correctly logging incidents and faults, CTI categorizing and prioritizing them in line with team procedures Conducting full and through diagnostics with end users to enable first point of contact fault resolution Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate • Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress • Diagnosing and resolving problems to the customers satisfaction • Maintain and develop own knowledge and skills to assist with first time fault resolution • Identify and escalate repeat issues or service risks into service management teams• Manage a number of scheduled tasks for customers, designed to ensure that the customers are satisfied.• Provide after hours and on-call support as needed.• Maintaining and protecting employee information and confidentiality as well as adhering to Code of Conduct and Mission and Value statements