 Perform remote assistance for Incidents and Problems escalated from the Service Desk including: desktop, server, network and application issues. Attend on-site when ever required for hardware or advanced troubleshooting with a focus on customer service and minimum disruptions to the business environment. Problem analysis to discover root cause. Including thorough testing of systems, applications and infrastructure to validate root cause identification. Insuring end to end testing to mitigate unaccounted variables and conditions to eliminate repeat Problems. Development and implementation of service delivery processes for Incident, Problem and Change Management based on the ITIL framework. These processes insure that Incidents are resolved in a timely manner and investigated for known errors and previous resolutions. Resolution implementation through release and change management with complete technical documentation of knowledgebase entries. Providing documented problem life cycle to clients for reporting and confirmation of resolution. Ensure all SLAs are met or exceeded Participation in the planning and deployment of a Vista OS migration for 200 desktops Implementation of IT Policy compliance for client Sox audits Providing technical analysis and recommendations for Problem resolution