Supply initial Digital and Technology support service and guidance for all the digital and technology related issues in all Farah facilities and external suppliers (when needed). Resolve service desk calls as first point contact and allocate to tier 2 support as necessary. Log calls and maintain accurate written records of work completed using IBM Tivoli Service Request Manager Software (TSRM). Work towards KPI’s and the overall SLA’s governing the digital Services Team performance. Contribute to the improvement of Help Desk services, processes, and operations. Maintain and develop the team’s internal adherence to the ITIL framework and key deliverables. Provide support and guidance on usage of all digital and technology equipment and software utilized within the authority.