I. Performing the following functions:1. Receiving and processing users’ applications over telephone, by e-mail, Service Desk automated information system and other means of communication.2. Appointment of support professionals to address the users’ applications and control over execution thereof.II.Obligations1. Process users’ applications:- receive users’ applications over the phone or by mail; - register the applications in Service Desk;- appoint support professionals to address the users’ applications and assign the criticality status thereto;- escalate the problems and incidents between the support professionals of different levels and to involve manager to address complex issues;- inform the applicant of the progress on implementation of its requests;2. Draft weekly and monthly reports on the quality and quantity of applications executed and unload them from Service Desk;3. Advise users over the phone on general issues;

- Development Service Desk groups.- Definig SLA and OLA for services- Defining Service Catalog- Defining CMDB CIs- Assignment of roles.- Defining workflows for processing requests and incident management.- Education of local staff.