Job Description
Responsibilities — Level 1: First Response & Service Desk
• Act as first point of contact for all US-based LTD staff during their working hours
via Slack, Teams, email and phone
• Log, triage and prioritise tickets using LTD's existing taxonomy and the MSP
priority matrix; ensure correct priority assignment from the outset
• Resolve common end-user issues: password resets and MFA recovery, account
lockouts, email and calendar issues, Teams/Slack/Zoom troubleshooting, Office
365 application problems, SharePoint and OneDrive sync, printer setup, and
basic mobile device support (Jamf-managed iOS)
• Provide new-starter onboarding support: device handover briefings, account
walkthroughs, and tooling setup
• Escalate to L2/L3 or to the external MSP where appropriate, with complete
diagnostic context attached to the ticket
• Maintain ticket hygiene: clear notes, time-stamped updates, accurat...