Essential responsibilities of 24x7 Team Leader:- Looks after a team of staff ensuring they provide good support service, turn up on time and are generally do their job properly- Monitors the team's performance (work quality and quantity) when handling support requests such as answering incoming calls, answering incoming emails and ticket management- Assists the team by performing the tasks with them. This should include: receives and handles support requests following agreed procedures; maintains detailed record of work being done in the associated ticketing system(s); escalates to customers and 3rd parties as relevant- Creates and updates various reports as required- Creates and updates workflow documentation and procedures and maintains as relevant- Takes part in the transition and on-boarding of new projects including preparation of procedures and training of team members on the new processes, systems and tasks- Deals with escalations from both customers and staff, where required and informs the Communications and Service Delivery Manager about major issues and complaints where necessary - Assists management with hiring processes and new team member training- Manages the team work schedule and completes relevant paperwork as required

Main responsibilities of the Service Desk Agent:- Receive and handle requests for support, following agreed procedures such as the complete logging of incidents and accurate assessment of incident priorities- Processes requests for support by providing information to enable incident resolution immediately or after research and testing, or promptly allocates unresolved calls to additional resolution assets- Maintains details records and advises customers of progress and status- Escalates incidents to the Helpdesk Manager and/or Account Manager where required- Identifies opportunities to provide customers with additional services and solutions, passing those opportunities onto Account Management through the lead system

The Technical Support Analyst is the entry point into the Service Desk via phone, e-mailor self service system and is responsible for call-logging, qualification, resolution, tickettracking and end-to-end ticket management on the full range of services and applicationsas defined for the customer. The Technical Support Analyst is expected to resolve allissues which can be resolved by the Service Desk and perform a Log and Dispatch role forthe remaining service requests. Excellent attendance and punctuality are required.Main responsibilities:- Answer phone/e-mail/self service contacts promptly and professionally and ensuringdelivery of the SLAs- Create a ticket for new calls into the case management tool- Identify and resolve customers’ request, problem or incident using the relevantknowledge base tools and other technical resources- Fully document every ticket, including all resolution steps- Participate in team meetings- Present a positive, effective and flexible contribution to achieving team targets andobjectives- Comply with/complete desk specific or ad hoc tasks- Adhere to all policies and procedures- Protect confidential and sensitive information and materials- Collaborate with other team members to provide high quality support- Ensure constant self development using day to day work, web based training, and anyother available tools- Be available for work at the scheduled shift start time and be logged on to the telephonesystems- Adhere to the telephone login procedures

- control the logistic operations - responsible for the regular deliveries at the stores- price-making- communicating with colleagues- check transport and stock documents- sourcing- labeling- inventory control