Reporting to the Manager, Technology Infrastructure & Client Support, this position monitors and logs incoming avenues of communication within the Information Technology division, resolving all incidents and service requests coming into and assigned to the Service Desk. This role is responsible for tracking the lifecycle of customer issues and requests, providing service operation support and striving for first call resolution responses in order to streamline service delivery and ensure staff can perform their day-to-day tasks without interruption. They will provide timely follow-up to customer requests, escalating incidents when considered appropriate and necessary to maintain SLA expectations.