Act as the frontline, single point of contact with the user community for desktops, common off-the-shelf desktop applications, and infrastructure services (servers, e-mail, file systems, networks, and other miscellaneous services) supported by the company.
Be responsible for day to day interaction with users, service delivery of Infrastructure support, and operations.
Managing incidents through its lifecycle until contact closure. Addressing incidents efficiently, by gathering / logging all necessary information to resolve the user’s incident during the initial contact, and applying their technical knowledge to resolve incidents. Escalating incidents and problems that cannot be resolved to various Infrastructure Management teams and/or Site IT Service Delivery teams. Ensure that users are kept up to date on the status of incidents and problems.
Ensure that Infrastructure Help Desk services meet the terms of the Service Level Agreements with the client’s companies.