Job Description:
The incident manager is responsible for the key activity of coordination during a critical incident, and supervises all involved staff until the incident is resolved. Use the job description template to outline the incident manager's responsibilities, including:
Use this template as part of the full blueprint, Incident and Problem Management.
Problem Manager
Use this template to outline the problem manager's role and responsibilities, including required duties, education, and experience. While the problem manager may not always be a full-time role, it is, nevertheless, a distinct one.Service Desk Technician II
The Level II Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs.Service Desk Technician I
The Level I Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.