Service Manager
Service Desk Roles and Tasks
Service Desk Roles
Service Desk Analyst (SDA)
Service Desk Analysts typically help users in the Self-Service Portal if they need to create, manage, and update service requests. They can do the following:
•Create a service request on behalf of a requester.
•Manage service requests to make sure that they are not breached and provide status on a service request to a customer.
•Update service requests.
•Work on service request tasks.
Service Desk Manager (SDM)
Service Desk Managers can do all the functions that Service Desk Analysts can. In addition, they can:
•View survey results.
•Manage transactional costs.
•View metrics on service requests.
Service Request Approvers
The manager of the organizational unit to which the requester belongs approves service requests and they can approve them by either email or from the Self-Service Portal.
Service Desk Tasks
Service Desk Analyst Tasks
Services are created, managed, and subscribed to within the Self-Service Portal.
Service Desk Analysts resolve incidents reported by users. Service Desk Analysts usually provide the initial point of contact with the customer. During the incident management process, Service Desk Analysts work with other specialists, vendors, and technicians to resolve incidents for the users.
Service Desk Analysts also create service requests for users in the Self-Service Portal, update requests, and look up the status of requests.
By default, Service Desk Analysts have access to the following workspaces:
•Change Calendar
•Incident
•Problem
•Service Request
•Social Board
•and many more
Common Service Desk Analyst tasks include:
•Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.
•Creating incidents and service requests on behalf of customers.
•Recategorizing incidents by service and category.
•Setting the priority for resolving incidents based on impact and urgency.
•Investigating and diagnosing incidents and researching solutions.
•Managing service requests to make sure that they are not breached.
•Providing status on service request to customers.
•Updating service requests.
•Working on incident and service request tasks.
•Escalating incidents and service requests to the next level of support if necessary.
Service Desk Manager Tasks
Service Desk Managers are responsible for effectively managing the Service Desk and incident management process. Service Desk Managers oversee Service Desk Analysts as they resolve incidents and fulfill service requests.
Service Desk Managers manage the operations of the Service Desk and make sure that all incidents and service requests are processed effectively, while meeting the customer service level agreements. Service Desk Managers carry out reporting procedures for incident management and escalate incidents if they cannot be resolved within the agreed service levels. They also review survey results, reports, and dashboards.
Service Desk Managers represent the first stage of escalation for incidents if they cannot be resolved within the agreed service levels.
The default workspaces for Service Desk Managers are:
•Announcement
•Change Calendar
•FAQ
•Incident
•Problem
•Report
•Service Request
•Social Board
•and many more
Service Desk Managers can perform the same tasks as Service Desk Analysts and commonly work on the following:
•Viewing the incident dashboards.
•Viewing incident reports.
•Working with incident assignments.
•Working with incident escalations.
•Viewing incident costing.
•Reviewing incident survey dashboards.
•Creating announcements and FAQs.
•Viewing survey results.
•Managing transactional costs.
•Viewing metrics on service requests.
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