Troubleshoots routine 1st tier incidents such as access rights management issues, software applications errors, hardware failures and questions related to email, collaborative tools and websites, etc. Responds to IT related requests for information via phone, email and collaborative tools. Assigns incident and user requests to IT staff based on criticality using IT Service Management tools. Determines priority of service requests with guidance and accurately records them based on impact and urgency. Collaborates with IT staff on issue resolutions and escalates service requests to appropriate IT groups or individuals as required. Adds updated and removes obsolete documents and information stored in the IT Knowledge Management System. Participates in IT meetings and group discussions related to service requests and active projects. Supports major modifications to the global IT infrastructure and software environment as required. Performs other duties as required.