• Providing application support towards professional users, analysing problems and coming up with a solution for both simple and complex incidents, granting access to the application. • Service Desk activities, such as: accurate identification of user problems via IT support tools and remote tools, precise and timely escalation of problems to specialist support teams, correct identification of the cause of the problem and determination of the most suitable solution, incidents follow up to ensure that the issue has been resolved, retrieving data for analysis from HEAT ticketing system and also supporting the ticketing system. • Creating request for change when user asks new features to the application, building up knowledge base and optimising procedures • Performing testing of the new system functionalities, preparing and executing test scenarios, also writing the software documentation, preparing release notes, preparing, review & analysis of the software documentation & user manuals.