• Listen to audio recordings and create accurate written transcripts of what is spoken. • Transcribing audio recordings into text with high accuracy. • Capturing speech exactly as spoken, including pauses, filler words (e.g., "uh," "um"), repetitions, and incomplete sentences. • Adding timestamps to match the audio. • Identifying and labeling different speakers in conversations. • Marking non-speech events such as laughter, background noise, or unclear audio.

• Listen to audio recordings and create accurate written transcripts of what is spoken. • Transcribe audio recordings into text with high accuracy. • Capture speech exactly as spoken, including pauses, filler words (e.g., "uh," "um"), repetitions, and incomplete sentences. • Add timestamps to match the audio. • Identify and label different speakers in conversations. • Mark non-speech events such as laughter, background noise, or unclear audio.

• Act as the primary point of contact and technical escalation for remote teams and onsite engineers • Manage and prioritise service desk ticket queues, ensuring SLA compliance and timely resolution • Monitor incidents and service requests, performing first-line investigation, diagnosis and appropriate escalation • Ensure accurate ticket logging, documentation and closure within the ITSM platform • Maintain communication with customers and stakeholders throughout the incident lifecycle • Cross-train, mentor and support junior engineers and onsite technicians • Manage and support enterprise endpoint management platforms across Windows and macOS environments • Administer and maintain desktop and server endpoint technologies • Manage software deployment, operating system updates, browser management and patching across a multi-platform estate • Ensure asset lifecycle management and software licensing compliance • Monitor endpoint health, performance and security posture • Identify opportunities to improve infrastructure performance, reliability and user experience • Build strong working relationships with internal stakeholders and external clients

• Collaborate closely with internal stakeholders • Support quality improvements within operational teams • Ensure compliance with statutory requirements • Implement improvement plans to enhance service delivery • Provide training and support to branch teams