In the context of Incident Management and Request Fulfilment, the contractor will assist the Service Desk team providing L1 ICT support to users via the available communications channels:  

• User support via telephone;
• User support via IT Service Management (Ticketing) systems;
• User support via walk-in IT Kiosk;
• User support via e-mail;
• Any other user interaction.

The contractor will also provide an active contribution to other Service Desk functions such as:  

• Knowledge Management;
• IT Asset Management;
• Continual Service Improvement.

The services provided will include  the following activities:

• Handling of incoming calls via the IT Service Desk telephone support line and follow-up actions;
• Handling of incoming tickets in the IT Service Desk queues in ticketing systems;
• Handling of incoming users at the walk-in IT Service Desk Kiosk;
• Handling of incoming e-mails towards the IT Service Desk mailboxes;
• Managing and keeping asset management records and systems up to date throughout their lifecycle;
• Creating, updating and managing information records and keeping Information Knowledge systems up to date;
• Providing input and contribution towards the Continual Service Improvement process.