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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