service desk manager

A Service Desk Manager manages the operational settings of the Archibus Service Desk, Preventive Maintenance, Corrective Maintenance, and Space applications and the Archibus Maintenance module.

The basic duties include:

  • develop and maintain Service Level Agreements rule sets (SLAs)
  • define request types
  • if necessary, intervene in a defined workflow if a request has been escalated due to non-attention