Back ServiceDesk and Incident Manager

Tools, methods, and certifications

What he/she does ServiceDesk and Incident Manager

ServiceDesk solves technical issues and user requests and informs them about the solution; also informs of changes in the IT environment.

Description of role and its outputs

ServiceDesk and Incident Manager responsible for the user IT support.

Job description

Single point of contact for the users of a particular IT service. Takes care of incidents and requests, their timely solution by the provider. Sometimes also informes users about changes, downtime, and trainings. Often works in shifts.

Work outputs

Solved incidents

KPI's

Incidents solved within the scope of the SLA.

Who does he work with

Service Manager, Technical Process Manager