In BMC Remedy Service Desk, usually second-line and third-line support staff. Specialists are considered subject-matter experts. The main responsibility of a specialist is to provide accurate analysis and diagnosis of assigned incident requests to restore service to affected users.
A specialist also has the following responsibilities:
- Resolve incident requests
- Update incident requests with relevant information and status changes
- Escalate incident requests for which resolutions can be implemented only through the change-management process
Overview
Content Tools
Apps
Reporter Replacement
com.bmc.atlassian.bmc-util-plugin-2.section.label
Tasks