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Service Desk and Incident Manager: Careers in IT service management by Peter Wheatcroft

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3 DEVELOPING THE ROLES AND RESPONSIBILITIES

PURPOSE AND OBJECTIVES OF JOBS WORKING ON A SERVICE DESK

The job of a service desk manager is to manage the single point of contact between a service provider and the users of their IT services, mainly, but not exclusively, in order to restore a faulty service as quickly as possible. This is achieved by the establishment of a service desk that provides call handling and management of incidents, request fulfilment and access management requests for all live services in line with agreed service level agreements (SLAs). The service desk may not be visible to the customer base, for instance if it is in a remote location to the users, or if it is distributed across several different locations. It can consist ...

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