* Provide first-level contact and problem resolution to end users experiencing hardware, software related issues by means of desktop support, responding to telephone calls, communicate via e-mails and in person in a timely and professional manner* Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases in daily basis.* Document help desk tickets/resolutions and escalate problems as appropriate following Help Desk procedures.* Follow up on all tickets in a timely manner and pursues issues through to resolution.  Monitoring and accurately logging/documenting problems to ensure timely resolution and/or follow up for information.* Utilizing resources such as Knowledge bases, websites and help desk tools to locate solutions to known problems..* Ensuring good housekeeping in line with company's safety rules