Audits Compliance, Automation Technology, Business Continuity Management (BCM), Data Analysis, Disaster Recovery (DR), Financial Operations, Incident Analysis, Log Analysis, Metrics Management, Network Performance Management (NPM), Performance Monitoring, Quality Assurance (QA), Reliability Engineering, Security Controls, Security Incident Response, Service Audit. Own the end-to-end colleague experience of the Service Desk, not just the L1 interaction - where issues are escalated from L1 to L2, retain accountability for the outcome and ensure L2 delivers what is required to resolve it, escalating to L2 service owners where appropriate.