The IT Service Desk provides 1st level and 2nd line support via the telephone, usingremote desktop tools or should the need arise attendance to users place of worksupport to all YVW users and is the single point of contact for all users.The Service Desk is responsible for ensuring that all incidents reported arecategorised and allocated efficiently and correctly.The Service Desk liaises with the Desktop Services, Technical Services andApplication Service teams to ensure any incidents that cannot be resolved at the 1stlevel are appropriately escalated.

-Generate action incident, problem and change tickets.-Support of customers in critical situations-Primary point of contact in IBM for service levels and issues for customers