1. Receive and record technical and/ or application support calls from end users. 2. Maintain overall ownership of user s issue & service ensuring that they receive resolution within a reasonable timeframe. 3. Provide initial assessment of urgency and business impact on all support calls. 4. Record incident resolutions in the HelpDesk tool. 5. Should follow- up with resolution teams and take ownership of incidents until closure. 6. Should collect and educate end users to participate in customer surveys. 7. Assist senior engineers in generating weekly / monthly reporting. 8. Ability to work independently and in a team environment. 9. Ability to communicate well with internal and external contacts.