Service Desk user roles

The following table describes the responsibilities of the Service Desk 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)`

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

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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