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 update...