Role: To manage applications throughout their lifecycle. Responding to and resolving incidents effectively and quickly while assisting users to make more effective use of desktop systems, products and services and adhering to ITIL lifecycle incident and problem management processes. Accountabilities To restore service to normal working conditions as quickly as possible. Support documentation - recording all incidents and queries. Communication - escalation of incident to appropriate people when necessary. Support - make an initial assessment to help customers. Classification - using tools and experience to escalate similar incidents to the appropriate people. Investigate and diagnose the incident. If an incident is recognised to be a problem, assign to the development team where a more in-depth investigation will be undertaken. Resolution - restoration of services and recording of all incident control actions. Closure - formally closing the incident by reviewing and categorising it and agreeing to sign off by the customer. Monitoring and tracking - Tracking the progress of the incident and keeping the customer informed of progress. Responding within agreed SLA's to all queries and incidents. Achieve a consistent quality of service i.e. hitting targets set. Provide routine advice to customers on the system, products and services. Accurate recording of information into the incident logging system, including all information recei...