Solex Plus IT Service Desk provides SADARA users with a consistent first point of contact for all information technology related Incidents & Requests. Solex Plus has applied global latest & greatest ITIL-aligned practices in delivering IT Service desk services. The IT Service desk shall collect detailed Incident information from the user via communications channels such as but not limited to telephone, Incident/Request forms, web service, and email, making an initial evaluation of the Incident, resolving standard Incidents via pre-defined methods and procedures and, if necessary, escalating the Incident to the appropriate IT Support team(s) for resolution.