Service desk (40%): • First point of contact and day-to-day technical support to end users, including access service. • Responds to Level 2 support (Global Center IT) and works with Level 3 support vendors (e.g. Microsoft, IBM…). • Ensure reports on IT processes and activities are done. • Identify and recommend solutions for trouble issues which affect multiple clients, including working with IT vendors. • Creates temporary solutions until permanent solutions can be implemented. • Diagnoses and resolves client workstation and mobile device hardware and software issues. Technical support (30%) • Ensure that all technical resources are available for meetings that include video conferencing. • Monitor and communicate system status. • Diagnose and resolve client workstation and mobile device hardware and software issues. • Create temporary solutions until permanent solutions can be implemented. • Participate in deployment of new or upgrade information technology and infrastructure projects • Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. Security (30%) • Adhere to the integrity of controls, regulations and guidelines. • Review operation processes to ensure consistent approval and compliance. • Make recommendations and changes as appropriate. • Network Security management – firmware upgrade/patch management • Perform backup and recovery Project planning Inventory management Service level management Training Documentation Communication / consulting Coaching / Mentoring