Worked on escalated issue of L1 and resolve in timely mannerTo provide Service Request and IMAC (Install, Move, Add and Change) services for requests logged inServiceNowTo provide effective communication for all types of incident and request ensuring that the users are always informed of progressTo act as thesingle point ofcontact for all IT related incidents logged inServiceNow, delivering high quality support across all key applications, networks and desktops/laptopsParticipates in maintaining licensing information for all corporate desktop applications and operating systems using established processProvide support to the service desk team on network and infrastructure issuesDevelop, test and maintain documented systems procedures/work instructions train end usersHands on experience in SQL.Sounds knowledge of bug tracking tools such as IRA, Bugzilla.