A Service Desk Manager is a primary IT service called for in ITSM as defined by IT Infrastructure Library (ITIL)

ITIL considers Service Desk to be a central point of contact between Service Providers & Users/Customers on a day-to-day basis.

To act as a Single Point of Contact for all IT Customers

To maximize service availability To restore service whenever possible To provide Business System Support

Create Tickets & Incidents Search Incidents ,Create Problems,

Change Orders Update Incidents, Problems, requests &

recognize Redundancies Resolve Incidents,Problems,Requests &

Change Orders