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Incident Roles and Responsibilities

Service Desk Analyst (Tier 1) Incident Coordinator
Incident Analyst (Tier 2) Incident Manager
Incident Analyst OR Vendor (Tier 3) Incident Assignment Group Manager
Incident Process Owner

Service Desk Analyst (Tier 1)

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

Responsibilities:

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Incident Analyst (Tier 2)

Description:  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:

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Incident Analyst OR Vendor (Tier 3)

Description:  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:

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Incident Coordinator

Description:  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:

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Incident Manager

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

Responsibilities:

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Incident Assignment Group Manager

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

Responsibilities:

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Incident Process Owner

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

Responsibilities:

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