Service Desk user roles

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

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

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 users. 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 Service Level Agreement (SLA) targets of all interactions. Communicate about 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.

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 users.
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 Service Level Agreement (SLA) targets of all interactions.
Communicate about 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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