Administer > Application Setup > Controlling user access and security > User roles > Service Desk user role descriptions

Service Desk user role descriptions

The following table describes the responsibilities of the HPE Service Manager Service Desk user role descriptions.

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
  • Match user interaction to incidents, problems, known errors, or knowledge documents
  • Solve and close interactions
  • Provide status updates to users on request
  • Register incidents based on user interactions and assign them to the correct support group
  • Register requests for change, based on user interactions
  • Register service requests, based on a user interactions
  • Validate solutions provided by support groups
  • Report and verify solution to users
  • Monitor the Service Level Agreement (SLA) targets of all registered incidents and escalate the incidents if required
  • Communicate service outages to all users