- Onsite Support within the department
- Contactperson for all kinds of issues and questions that come up for the users (Example: Errormessage pops up at users screen àUser contacts FW à FW walks to the user´s desk and checks the error à In best case he can directly solve the issue, if not he should create an incident for the user)
- Assist the users with the configuration of new devices
- The FW needs good contacts within Infosys L1/L2/L3 teams for troubleshooting
- Track all incidents related to the department´s users and trigger escalations in case of delayed processing
- Identify Problems and trigger the problem Management process
- Provide reports on the incidents that came up and report them to the DT SPOC on monthly base
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