Transreport

• Own and manage the day-to-day operation of the Service Desk • Have oversight of all incoming cases, ensuring timely triage, prioritisation, and resolution • Act as the escalation point for complex or high-impact issues • Take ownership of second-line and above support cases • Ensure that SLAs are consistently met • Lead incident response for major or high-severity issues • Coordinate internal teams during incidents and provide clear client communication • Drive root cause analysis and ensure preventative measures are implemented • Develop deep expertise across Transreport’s product suite • Act as the bridge between product and support teams • Translate technical changes into clear support guidance and client-facing communications • Feed customer insights back into product development • Design, implement, and continuously improve support processes • Create and maintain internal knowledge bases and client-facing documentation • Develop training materials to support onboarding and ongoing enablement • Use AI tools to streamline processes and support efficient case resolution • Act as the face of the Service Desk for key clients • Build strong relationships with client service management teams • Monitor KPIs such as SLAs, response times, and resolution rates • Identify trends and drive continuous improvement initiatives • Own and manage client service meetings