Document code:  Security level:  Effective date:  ICT Governance  PRO-0027.06  Internal  15/01/2019  • ensures that the availability of the specific contractor resources is taken into  account in the timing of the proposed change work.  Service Desk Officer (SDO)  The service desk officer  • is responsible for Incident Management tasks, • is responsible for Service Request fulfilment within his area of work,  • ensures expert advice on the use of the products within his area of work,  • maintains self-help (tool) resources, • may be requested to provide training, • applies known resolutions to incidents,  • acts as the first interface for incidents tickets, • ensures incidents and service requests are accurately logged,  • escalates to the relevant channels as needed,  • coordinates the resolution of the request regardless of where it is escalated to, • can act as a Hub for major incidents, and  • at L2  o applies expert troubleshooting and analysis, o ensures that standard resolutions are recorded and shared,  o applies good communication practices, and o provides insight to the service manager on improving the service  Service Expert (SE)  The Service Expert has clearly defined area within the service, providing expert knowledge  for this area and managing set of tasks as delegated from the Service Manager. Often this  area is one specific Product.  The Service Expert role and tasks vary according to delegation, but can include for  example:  • being the interface for complex problems between the Service Desk Officer and 3rd  party support, providing in-depth analysis, and logging of the incident as necessary  to ensure an accurate description of the incident is escalated,  • supporting Change Management in impact assessment of changes, • supporting contract management with technical details, such as consumption,  licences and budgeting, • being called upon to provide technical descriptions, particularly for outsourcing  activities,  • overseeing go-lives, and  TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  Page  69  of  92