Use > Service Desk (Streamlined Interaction) > Service Desk user roles

Service Desk user roles

The following table describes the responsibilities of the Service Desk user roles.

Service Desk user roles

Role Responsibilities
User
  • Report all IT-related requests to the service desk or use the self-service web pages
  • Validate solutions and answers that are provided by the IT department to a registered service request
Service Desk Agent
  • Open interactions based on contact with the user
  • Solve and close interactions
  • Provide status updates to users on request
  • Register incidents based on user interactions and assign them to the correct support groups
  • Register requests for change, based on user interactions
  • Register service requests, based on user interactions
  • Register problems, based on user interactions

  • Validate solutions provided by support groups
  • Report and verify solutions to users
  • Monitor the Service Level Agreement (SLA) targets of all registered interactions
  • Communicate service outages to all users
Service Desk Manager
  • Appoint people to the required roles
  • Manage resources assigned to the service desk
  • Manage service desk activities
  • Attend CAB meetings
  • Report any issue that could significantly impact the business to senior managers
  • Take overall responsibility for incident and service request handling on the service desk
  • Monitor and report on service desk performance
  • Make improvements to the service desk

 

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