Overview The Service Desk shall be a Level 1 IT service desk for the organization shall conduct the following scope of services under the said Service desk. ● KMD Hardware Support ● Password/Access Requests ● KMD Application Support ● Ticket Management via Halo ITSM ● Incident Management and Request Management ● Escalation Management ● Team Communications via Teams / Email ● Each Service Desk Agent shall contribute at least one knowledge base article per month, either by creating a new article or updating an existing one. L1 Service Desk Agents - Tasks ● Resolves technical problems and answers queries by telephone or self-service ticket in support of internal customers, software, network, system/application access. ● Diagnoses, identifies, isolates, and analyses problems utilizing records. ● Route calls to Level Two (2) support, application, or system support specialists were needed and to also report major incidents. ● Liaises with KMD Brands’ employees' operations department to address the issues pertaining to the applications outlined. ● Follows a communication plan to report issues and resolutions to affected stakeholders. ● Maintains knowledgebase up to date where applicable.