Your roleWe are looking for a 1st Line OSM Contact Centre Agent to provide Service Desk Support, joining our OSM Service Team of 1st and 2nd Line engineers. Your role will involve assisting high profile user community, with daily contact with customers and stake holders, via incident logging applications.Key Accountabilities * Technical Capability. Works within a team with some supervision supporting end users with technical queries relating to several products/systems (eg Microsoft products, operating systems, networks, applications, PCS).* Business Awareness. Develops an understanding of the customers'' environment and service delivery requirements to enable the delivery of the service.* Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.* Problem Solving. Takes ownership for listening to and understanding the customer''s problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.* Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.* Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative. * Pro