Follow agreed procedures, responding to requests for support by identifying, registering and categorizing incidents. Provide prompt incident resolution or escalate as appropriate. Act as an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, checking progress and ensuring all diagnostic information is provided for error resolution and incident analysis. Within own area of competence and following agreed procedures, investigate issues and other requests for support and determine the appropriate course of action. Use application management software and tools to collect agreed performance statistics. Within own area of competence, provide the correct response to requests for support by means of for example developing work-arounds or site specific enhancements, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff of software suppliers. Monitor application systems for which responsible, regularly scrutinizing reports produced by the applications, software, systems software or service delivery staff. In conjunction, note problems and identify performance trends. Liaise with systems development staff and/or software suppliers on the development of system enhancements to overcome known problems or further fulfil a users requirements. Assist in the system testing of platform specific versions of the software product(s), documenting faults and implementing resolutions and retesting to agreed standards. Investigate and reconcile violation reports and logs generated by automatic policing mechanisms. Assist users in defining their needs for new access rights and privileges, operating and administering physical and logical access controls.