L2 Helpdesk

• Pick up and progress L2 tickets in order of priority and urgency, know what's due,
  what's at risk, and what needs to move.
• Work tickets through to resolution within the L2 time threshold. When a ticket is
  approaching its limit without a clear path forward, review what has been done, discuss the situation and best next steps directly with the L3 tech, and then escalate with full documentation, what was attempted, what was ruled out, and the outcome of the L3 discussion.                                                                                                   
• Communicate with clients in plain language , no jargon, no over-explaining. Ask clear questions to get accurate information, and keep clients informed of progress without needing to be chased.
• Follow GBS standard that all tickets carry appropriate notes regardless of how long theissue takes to resolve — for the client's understanding, for billing accuracy, and for thenext person who picks it up.

Working Across Tiers

• Operates across L1–L3 support tiers, adjusting based on team and client needs.
• Prioritizes L2 responsibilities, ensuring timely handling of complex tickets.
• Supports L1 to maintain service quality and ticket throughput when capacity allows.
• Collaborates with L3 on escalations, actively engaging to build technical expertise.
• Applies learnings from escalations to improve troubleshooting and resolution capability.
• Maintains clear communication and consistent service standards across all levels.
  

KPI Performance

• Logs a minimum of 90% of working hours against tickets, tasks, or internal work
  categories to ensure accurate time tracking.
• Maintains at least 70% billable utilization, focusing on client-facing, revenue-generating activities.
• Drives ticket progression and closure, contributing to a healthy queue and avoiding
  backlog accumulation.
• Monitors and aligns with team KPIs, consistently meeting performance targets.
• Adapts to evolving KPI requirements while maintaining accountability for performance and output.

Daily Rhythm & Communication                                                                                       

• Attends daily morning huddles on time, prepared with a clear, outcome-focused plan covering key tickets, client commitments, and priorities.
• Maintains consistent, proactive communication with the Team Leader and wider team to ensure alignment and responsiveness.
• Ensures end-of-day readiness by accurately logging time, updating ticket notes, and keeping the queue organized with a clear plan for the next day.
• Maintains full visibility of workload, ticket status, logged time, and availability
  throughout the working day.
• Operates with accountability and transparency to ensure smooth handover and
  continuity of work across the team.

L1 Support

• Provides informal technical guidance to L1 technicians by assisting with
  troubleshooting, process direction, and escalation decisions when needed.
• Supports the effectiveness of the tiered support model without direct supervisory
  responsibility.
• Identifies recurring L1 escalation patterns, including knowledge gaps and repeated
  ticket types, and escalates insights to the Team Leader.
• Contributes to continuous improvement by ensuring recurring issues are surfaced,
  analyzed, and addressed at the appropriate level with clear ownership.
  

Autonomous Workload Management

• Operates with a high degree of autonomy, managing own workload, scheduling tasks, and coordinating directly with clients.
• Maintains an accurate and up-to-date calendar reflecting all commitments and
  scheduled activities.
• Manages email communications proactively, ensuring timely responses to clients and internal stakeholders even during peak workloads.
• Ensures all tickets, notes, and client communications are clearly documented, with
  visible status and defined next steps.
• Maintains a fully organized and self-managed workflow, enabling seamless continuity of work by any team member at any time.
• Takes full ownership of task visibility and prioritization, ensuring nothing remains
  unattended without clear documentation or action plan.

Documentation & Knowledge Base     

• Identifies gaps in existing documentation when a ticket reveals an undocumented fix and raises it at the L10 meeting.
• Collaborates in L10 discussions to confirm documentation requirements and assigns ownership for article creation.
• Creates knowledge base articles in accordance with GBS SOPs following L10 approval.
• Ensures all documentation is formatted to the GBS standard IT Glue structure and
  seeks clarification when required.
• Writes clear, user-focused documentation that provides sufficient detail for others to follow and apply the solution.
• Submits documentation for review and approval by the IT Manager prior to publication.

Process Compliance & Service Standards   

• Adheres to the GBS helpdesk framework by ensuring tickets are handled at the correct tier, escalated appropriately, and for valid technical reasons.
• Aligns with internal GBS resolution benchmarks and consistently works to meet defined service standards.
• Documents each ticket comprehensively, capturing the client issue, investigation steps, findings, and resolution.
• Maintains clear, structured ticket narratives to ensure full visibility and continuity of support work.