The main operator of the service desk is the single point of contact. The technicians role should
concentrate on technical work and it is a better use of their technical skills if the administrative
work is performed by a capable administrator.
The single point of contact role is described in roles and responsibilities. Other important roles:
- school leader responsible for budgets and passing information throughout the school on how
technical support is to function
- the users who need to understand how to report incidents or make requests effectively
- the technician who needs to understand how the single point of contact at the service desk
can support their role leading to an efficient technical support function.
