Service Manager9.41

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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