Manage the daily operations of the Roster Helpdesk by monitoring incoming queries, logging issues, and assigning helpdesk tickets to the appropriate department or responsible individual;
Ensure that all helpdesk tickets are actioned and closed within a 24-hour turnaround time, adhering to internal service level agreements;
Proactively follow up on outstanding tickets and escalate complex or high-priority issues to the Manager;
Provide support to Crew Scheduling and Crew Control as and when required;
Execute decisions in line with established internal work instructions, CATS, CARS, and the company's Operations Manual;
Liaise with relevant stakeholders to ensure smooth coordination and communication during operational irregularities;
Prepare and submit daily, monthly, and annual reports detailing ticket resolution performance, helpdesk activity, and operational concerns;
Maintain accurate docu...
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