Task: Manage Help Desk Resources
Ensure that the Help Desk is adequately staffed to meet the agreed service levels
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CollapsePurpose  

·                     Ensure that the Help Desk is adequately staffed to meet the agreed service levels by:

·                   forecasting, recruiting and scheduling staff

·                   assigning roles and responsibilities

·                   ensuring skills and competencies are maintained



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CollapseRelationships  
RolesPrimary Performer: Additional Performers:
Process Usage
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CollapseSteps  
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Assign roles and responsibilities  
Forecast staff requirements  
Recruit staff  
Schedule staff  
Manage staff absence  
ExpandTrain staff  
Procedural and technical training
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