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A Service Desk Manager is responsible for administering a group of customer service representative & works at call centers, ensuring maintenance of advanced level of service, making sure that all customers are satisfied via regularly evaluating service desk employees & surveys for clients. A Service Desk Manager must highlight significant past work experience and leadership skills.

The key roles and responsibilities of a Service Desk Manager include participating in root cause evaluation & communicate conclusions to customers, prioritizing projects, seeking out goals, assigning staff to achieve goals, determining budget, administering daily operations; escalations, schedules & reporting, and performing investigation, creating reports & executing emergency plans.

A Service Desk Analyst is responsible for assessing and solving customer’s software and application concerning issues, referring requests to different departments as required, gathering information from users through varying support tools, receiving support requests, and teaming up with other analysts when needed. Resume format for Service Desk Analyst must highlight a bachelor’s degree in IT or a relevant profile, good experience in the field, suitable certificates, and superior problem-solving and analytical skills.

The chief roles and responsibilities of Service Desk Analyst includes responding to queries and user problems, classifying incidents, examining software & hardware, following up with customers to guarantee solution and closing out incidents in the tracking systems.