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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service and communication skills while effectively managing a high volume of ICT service requests and incidents. Proficient in following established processes and utilizing ITIL principles to enhance service delivery and operational efficiency.
Highest-signal resume keywords
ICT Service DeliveryCustomer Service SkillsTicket Documentation SkillsITIL PrinciplesEnterprise Ticketing Platforms
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ICT Incident ManagementService Request CoordinationTicketing SystemsProcess ImprovementSLA Monitoring
Soft Skills
Attention to DetailCommunication SkillsJudgementCollaborationProactive Problem Solving
Tools & Technologies
ITSM PlatformsTicketing Software
Certifications & Qualifications
NV1 Security Clearance
Industry Keywords
Service DeskOperational EnvironmentTriage ProcessesCustomer EngagementNational Delivery Teams
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Triage incoming ICT incidents and service requests
- Review ticket information and engage customers to obtain missing or additional information
- Determine the appropriate support pathway using established processes and triage criteria
- Coordinate work between customers, the Centre of Excellence (COE), Field Engineers and specialist support teams
- Identify opportunities for immediate resolution and close straightforward requests where appropriate
- Coordinate customer and Field Engineer appointments when onsite support is required
- Maintain clear and professional customer communication throughout the coordination process
- Ensure tickets contain accurate, complete and actionable information before escalation or reassignment
- Monitor ticket age, priority and SLA requirements and take action to prevent unnecessary delays
- Maintain accurate ticket notes, records and supporting evidence
- Follow established ICT service management, triage and escalation processes
- Manage a high volume of tickets while maintaining quality and accuracy
- Work collaboratively with national delivery teams to support workload balancing and service performance
- Identify recurring issues, process gaps and opportunities for continuous improvement
- Contribute to team quality, performance and service improvement initiatives
Requirements
What you’ll need- Strong customer service and communication skills
- Experience in ICT service delivery, service desk, coordination or a similar operational environment
- Strong attention to detail and commitment to following established processes
- Ability to manage and prioritize a high volume of tickets and competing activities
- Confidence engaging with customers, technical specialists and operational teams
- Strong written communication and ticket documentation skills
- Good judgement when determining the appropriate escalation or support pathway
- Ability to work effectively as part of a nationally distributed team
- Understanding of ITIL or IT Service Management principles would be advantageous
- Experience using enterprise ticketing or ITSM platforms would be highly regarded
- Proactive approach to identifying problems and improving ways of working
- NV1 Security clearance required