Summary : Receive and respond to request related to technical support received through email, phone or IT Service Request Form

•Diagnose and resolve Technical incidence related to workstation Operating System, Office productivity tools, security utilities and other official applications

• Provide support for hardware related incidence and service requests and coordinate with Service Desk Supervisor for warranty claims or maintenance/fix from vendor.

• Advice user on information request

• Follow standard Service Desk procedures

• Log all Service Desk request

• Redirect SD requests to appropriate resources/technician

• Identify and escalate situation requiring urgent attention

• Track and route incidence and service request

• Close the request by following the Request Closure Process and make sure that the all the required data including detailed resolution has been filled by technician

• Prepare Service Desk Reports