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The well-crafted Service Desk Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Desk 

 

Incident Manager:
* Drive effectiveness and efficiency of process
* Manage incident management team
* Ensure SLA targets for Incident resolution are met.

Skills: Analytical, technical, business understanding, communication, calm under pressure.

Service Desk:
* Log/record Incidents
* Incident classification and categorization
* Provide initial support
* Match to existing Incident or Problem records
* Manage communication with end users.

1st, 2nd, 3rd line support groups (including Technical and Application Management):
* Incident classification
* Investigation and resolution of Incidents

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