All Desktop/Server Support including installation of specific applications as well as maintaining Active Directory. Configuring mail and setting up of company specific applications such as Microsoft dynamics, SAS, Sametime, Oracle, Goldmine and all Microsoft office products. Also to ensure optimum functioning of desktops and laptops. Connecting & configuring printers – both desktop & printers that are on the server. Ensuring Internet & Intranet applications function with all correct settings in the browser – including exceptions for the proxy server as this company has a lot of websites that are accessible internally. Prepping & setting up new computers according to client specifications – with installation of all software & moving of data from previous machines, including their mail & personal documents. Deploying these computers according to client designated SLAs. Attending to Phone call queries related to IT problems in both Hardware & Software. As well as responding to mail queries of the same nature. Assisting users over the phone to resolve these issues as much as possible, then using Tivoli, VNC and Dame Ware - if remote support cannot be done, I will visit the user at his/her desk & sort the problem out and dealing with exterior vendors for repairs to hardware that is still under warranty. We have certain SLA that need to be met & different calls have different SLAs. With this, client satisfaction is of utmost importance & what can we do to improve client satisfaction is also inquired about?