Responsibilities 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 escalates 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 documentation of all changes made to a published roster resulting from actions by ...