Main responsibilities: • Understanding KTN’s structure and promoting KTN’s culture • Analyze and solve problems that occur in the software • Solve issues that cannot be solved locally • Follow up status of received questions/problems and Keep track of unsolvable problems and issues • Distribute unsolvable problems to the responsible person • Register each incident/mail in service desk registration tool with correct and complete information • Built up knowledge base and optimize procedures • Organize customer meetings to discuss issues, methodologies and share best practices • Analyze results and report to the management • Testing different system functionalities • Prepare and execute test scenarios • Prepare, review and analyze software documentation and user manuals