Influences the effectiveness of own work team through the quality and timeliness of services delivered and information provided.
Also serves as an informal resource for less experienced colleagues. Regularly exchanges information and ideas at peer level that are relevant to own work.
In this role: Classifies and processes tickets with deeper troubleshooting, including ticket analysis, documentation and delivery of solutions.
Identifies key issues and patterns in straightforward situations and also finds new, less obvious solutions.
In this role: Independently conducts in-depth troubleshooting and provides solutions developed and documented through the analysis of tickets.
Accountability and decision-making
Accountable for the quality of own work. Identifies and assesses issues and makes decisions based on practice, existing procedures or precedent.
Uses discretion to modify working practices and processes to achieve results or improve efficiency. Works within a variety of guidelines and performs the work with a limited degree of supervision.
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Responsible for the quality of own work output.
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Manages incident and maintenance customer communications.
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Provides technical support on tickets requiring more extensive troubleshooting and knowledge.
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Shares responsibility for adherence to and achievement of team objectives.
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Works according to standard support processes and conveys them within the team.