The role is the primary contact for technical support as part of the Genuit Group Service Desk. Providing onsite user, application and hardware support for all IT problems and issues from diagnosis to resolution. The primary objective for the role is to maximise end-user productivity, through effective management and resolution of incidents and the timely fulfilment of service requests, maintaining our agreed service levels. Essential Duties Diligently recording reported faults, queries, and service requests, correctly categorising these within our ticket and knowledge systems. Identifying, diagnosing, and resolving reported technical issues and faults, escalating to resolver groups where necessary to maintain service levels. Providing support and advice on appropriate solutions, workarounds, and essential security. Assisting in the identification, analysis, and escalation of problems, owning through to resolution. Meeting SLA in delivering effective request fulfilment. Maintaining and updates, systems, applications, hardware and platforms. Core competencies Foundational knowledge of ITIL best practice principles. Incident Management Following agreed procedures, identifying, and categorising incidents and events Gathering information and participating in effective incident resolution, allocating responsibilities as appropriate. Maintaining records, communicates, and advises on action taken. Problem Management Investigating problems in systems, processes, and services.