Associate/Senior Associate - Service Desk Improvement

The Associate / Senior Associate - Service Desk Improvement provides first-line support through telephone, portal, chat and email. The role records, categorises, priorities, diagnoses and resolves incidents, fulfils approved standard requests, and retains ownership of the customer experience when work is escalated. The Senior Associate operates with greater independence on complex first-line issues, supports shift handovers and quality, coaches colleagues, and contributes to knowledge and controlled shift-left. The role does not own specialist engineering, security investigation, application development or infrastructure administration unless an activity has been formally documented, trained, authorised and controlled for Service Desk fulfilment.