Receives support requests, diagnoses the problems, and works on solution to ensure smooth operations. Installs software, configures applications/licenses, and solves log in/passwords issues. Creates emails accounts, creates active directories for new users, assign telephone extensions, and disables accounts of separating users. Ensures that application backups are done on a regular basis and fine-tunes all applications to attain peek system performance. Assists in performing user migration to new software or to updated software versions and ensures system integrity in the migration process. Implements new software to enhance the ability of troubleshooting problems and streamlining IT responsiveness and assistance. Records employee queries and analyses support request database to identify trends and underlying problems. Provides statistical data and reports on regular and ad-hoc basis for management and key departments. Provides enhancement request feedback to IT regarding technology environment and customer needs through the defined processes. Ensures the effective and timely resolution of technical customer problems; keeps customers informed of the status of their request and finally informs the service desk with status of calls and solutions, post completion