• Log IT related queries onto the Help Desk database, providing the customer with reference and priority details.
  • Prioritise Help Desk incidents depending upon business urgency.
  • Resolve problems at 1st line where possible.
  • Escalate issues to 2nd line support – Technical & Software support teams.
  • Keep customer informed of incident progress at regular intervals.
  • Manage customer expectations.
  • Review logged incidents regularly, escalating matters accordingly.
  • Update Help Desk incident information to maintain topicality at all times.
  • Provide general (but limited) assistance to users in using internal systems and 3rd party supplied software packages (but not training).


  • Answer telephone calls for Technical support and Help Desk teams, ensuring that queries are tackled efficiently by either transferring the call to a team member or logging details on the Help Desk incident database.


  • Maintain user, reference and misc. other documentation as required.


  • Administer user accounts i.e. setting up, altering, revoking and removing.
  • Reset and/or unlock user accounts passwords as required and in accordance with department procedures.
  • Report to management breaches in security as required.

Redrow Group Services

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