• Call taking & logging
• Classification & assignment of incidents to service providers
• Initial fast call resolution
• Call updates on Sysaid
• Escalate 1st priority calls and major events to Support Desk Supervisor should the issue not be resolved within 4 hours
• Update knowledge base for future incident management
• Call follow up with Service providers and clients
• Monitor systems - Netgong / CMS / UPS / ODM
• Shift handover meeting - Day to evening shift
• Productivity reports
• 4 hourly reports – Priority 1 calls
• Ensure that all e-mail and WhatsApp updates  / requests sent to SDS are read and that Level 1 and 2 are aware of requirements
• Identify recurring issues / underlying issues

Call resolution (All incidents that cannot be resolved by level 1 within 10 min / Incidents that require greater technical knowledge / Priority 1 calls)