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Incident Roles and Responsibilities

Service Desk Analyst (Tier 1)

Functions as the first point of contact for users. This role is generally assigned to Service Desk Staff only. 

Responsibilities

  • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
  • Assign unresolved Incidents to appropriate Tier 2 Support Group
  • Log all Incident/Service Request details, allocating categorization and prioritization codes
  • Keep users informed about their Incidents’ status at agreed intervals
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests
  • Verify resolution with users and resolve Incidents in ITSM tool
  • Escalate Major Incidents to the Incident and/or Problem Manager
  • Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
  • Owns all Incidents and Service Requests throughout the lifecycle

Incident Analyst (Tier 2)

Provides support to users via escalated Tier 1 Incidents. Acts as a subject matter expert for support area. Provides training to Tier 1 via knowledge transfer and knowledge articles. This role will receive email notifications when Incidents are assigned to their user id.  They will NOT receive email notifications when tickets are assigned to their Assignment Group(s).

Responsibilities

  • Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
  • Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
  • Document troubleshooting steps and service restoration details
  • Create and submit knowledge articles
  • Provide specialized investigation and diagnosis of all Incidents and Service Requests
  • Identify Problems
  • Verify resolution with end-users and resolve assigned Incidents
  • Escalate Major Incidents to the Incident and/or Problem Manager
  • Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator
  • Escalate unresolved Incidents to Tier 3

Incident Analyst OR Vendor (Tier 3)

Escalation point for Incidents that cannot be resolved by Tier 2 Support. This role will receive email notifications when Incidents are assigned to their user id.  They will NOT receive email notifications when tickets are assigned to their Assignment Group(s).

Responsibilities

  • Restore a failed IT Service as quickly as possible
  • Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors
  • Services are requested by Tier 1/2 Support if required for solving an Incident
  • Liaison between IT and external support provider
  • A subject matter expert for a specific service

Incident Coordinator

Performs the administrative tasks necessary to support activities within a process.  This role WILL receive email notifications each time an  Incident is assigned to their Assignment Group(s). 

Responsibilities

  • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
  • Responsible for assigning incidents within a group or division
  • Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
  • Determines if an incident needs to be escalated according to priority and severity of the issue.
  • Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
  • Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
  • Identify Incidents for review
  • Participate in Incident review following major Incidents
  • Identify potential problems and/or increasing trend of repetitive Incidents
  • Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
  • Escalate all process issues to the Incident Manager

Incident Manager

Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

Responsibilities

  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  • Remediate deviation of a process for its particular division/department/school
  • Responsible for communicating with the Incident Process Owner
  • Point of contact for all Major Incidents
  • Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
  • Represent the first stage of escalation for Incidents
  • Monitor the workload per Tier 1 Analyst
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Provide guidance to the Incident Process Coordinators
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Incident Assignment Group Manager

Accountable for the efficiency and effectiveness of the Service Delivery over the life cycle of the Incident for its particular division/department/school

Responsibilities

  • Point of contact for Negative Assessments
  • Align the customer expectation with the SLA's
  • Ensure the SKMS (ServiceKnowledgeManagementSystem) has current information for the application and Services
  • Responsible for communicating with the Incident Manager and Incident Process Owner
  • Establish continuous process improvement cycles where service delivery performance and technologies are reviewed and enhanced where applicable

Incident Process Owner

Accountable for the process and maintains, designs and improves the process as necessary to achieve the objectives of the business.

Responsibilities

  • Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
  • Owns the process and supporting documentation for the process from a strategic and tactical perspective
  • Approves all changes to the process and development of process improvement plans
  • Defines policies for the organization regarding the process
  • Ensures that the process is fit for purpose
  • Process Design
  • Process Improvement
  • Accountable for the overall process efficiency and effectiveness
  • Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
  • Promote and reinforce adherence to the process and policies associated with Incident Management
  • Ensure the design of the Incident process aligns with the business and industry best practices
  • Works in conjunction with Continual Service Improvement (CSI)
Incident Management