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

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5 CAREER PROGRESSION AND RELATED ROLES

CAREER PROGRESSION

There is not one unique career path defined for a service desk manager and people filling this type of role can come to it from a variety of other jobs. As we explored in chapters 2 and 3, the main attributes for success – and survival – in this demanding role are the ability to work under pressure, a strong sense of customer empathy, plus persistence when dealing with other people in IT who have responsibility for resolving incidents that have been assigned to them. In larger teams, good people-management skills are also vitally important as the incident-management resources working on the front line will exhibit workload pressures, training issues, rude customers and having to deal ...

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