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Service Desk user roles

The following table describes the responsibilities of the User Interaction Management user roles.

User Interaction Management 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 provided by the IT department to a registered service request.
Service Desk Agent
  • Register interactions based on contact with user.
  • Match user interaction to incidents, problems, known errors, or knowledge document.
  • Solve and close interactions.
  • Provide status updates to users on request.
  • Register incident based on a user interaction and assign to the correct support group.
  • Register Request for Change, based on a user interaction.
  • Register Service Request, based on a user interaction.
  • Validate a solution provided by a support group.
  • Report and verify a solution to a user.
  • Monitor Service Level Agreement (SLA) targets of all incidents registered and escalate, if required.
  • Communicate about service outages to all users.

  • Withdraw Interaction on behalf of a user.
Service Desk Manager
  • Appoint people to the required roles.
  • Manage resources assigned to the service desk.
  • Manage service desk activities.
  • Attend CAB meetings
  • Report to senior managers on any issue that could significantly impact the business.
  • 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.