Overview
-Manage the overall desk activities, including the supervisors
-Act as a further escalation point for the supervisor(s)
-Take on a wider customer service role
-Report to senior managers on any issue that could significantly impact the business
-Attend Change Advisory Board meetings
-Take overall responsibility for incident management and request fulfillment on the Service Desk. This could
also be expanded to any other activity taken on by the Service Desk e.g. monitoring certain classes of event.
