it service desk job description

 Service Desk owns the incident management process

In ITIL 2011, the service desk owns the Incident Management process and is responsible for resolving incidents based on service level agreements with the goal of restoring services as quickly as possible and getting the customer back. to work. ITIL service desk responsibilities that are associated with incident management include:

Incident Management Support - Service desk administrators must ensure that the proper tools, processes, and skills are maintained across the service desk team to ensure timely and effective handling of incidents. Without proper support, the efficiency and performance of this ITIL service desk process is significantly reduced.

Incident Recording and Categorization : Service desk analysts are expected to maintain an accurate and up-to-date record of each reported incident, including the category / type of incident. Incidents should be organized and prioritized based on the level of disruption they cause. A service desk must properly allocate its resources for handling the most critical incidents.

Incident Resolution - Service Desk Analysts typically play the first-level support role within the IT organization - they are the ones answering the phone or responding to your message when you first contact IT, and your goal is always to resolve the incident on the first call and restore service as quickly as possible. In cases where it is impossible for a first level support provider to resolve the problem immediately, the incident can be transferred to a second level support analyst or a service desk supervisor.

Incident Resolution - Level 2 : Service Desk Supervisors have responsibilities beyond resolving escalated incidents, such as taking action themselves. External support is sometimes referred to as 3rd level support - a service desk supervisor must be able to understand the problem and find the right expert who can provide a timely resolution it service desk job description .

Major Incident Handling - Some incidents are classified as major incidents, which means they cause massive business disruption and must be addressed immediately. When this happens, the service desk must react by quickly escalating the issue, recruiting third-level support if necessary, and issuing timely communications and status updates to users. Once again, the main goal of the service desk in a major incident is to establish a solution and restore service as quickly as possible.

Incident Management Reports - If the organization has a problem management process in place, most of the information it receives about problems will be sent to the service desk. When an incident is reported, service desk personnel work on the problem and manage escalations until a workaround is found. In cases where a workaround is found, but the error is not fully understood, the service desk team reports the incident to Problem Management, where the PM team will perform a root cause analysis and find a definitive solution for the incident.

IT organizations that want to efficiently meet these processes and the additional ITIL requirements often implement service desk software such  as Cherwell® Service Management. Our ITSM toolkit meets the requirements of 11 ITIL processes, including incident management and request fulfillment. It also helps automate some of the more tedious tasks associated with ITIL compliance, such as automatically generating incident and request logs.