Service Desk Agent
Resolves routine internal IT requests and routes exceptions.
Handles the bank's internal IT tickets end to end: parses the request, checks entitlements and policy, executes the fix (reset, provision, install, grant) within guardrails, and confirms it worked. Access grants to sensitive systems are staged for the system-owner agent to gate before commit.
Authority
Recommend for approval
Team role
Routes work to specialists
Handoffs
Named collaborators
The role
What it owns and where its authority ends
Desk
IT Service Desk
Desk workflow
Ticket raised, then triage, then resolution from the knowledge base or automation, or routing to deeper support. The bulk is high-volume: access requests, password resets, software installs, provisioning.
Collaboration
Calls several specialists in parallel
Decision boundary
An accountable reviewer commits the decision or action.
Systems and capabilities involved
ITSM platform (ticketing)
Identity / access management
reset, provision, stage grants
Knowledge base
Legacy admin console
System-owner agent (entitlement gate)
gates sensitive grants before commit
Handoffs
What this role gives and receives
Capabilities offered
The handoffs name the next owner or specialist and the work that moves between them.
External handoff
Corporate (HR) for joiner-mover-leaver provisioning workflows
Context
What the role needs to do the work
- Current work
- The ticket, the employee's context and the resolution in progress.
- Prior interactions
- The employee's prior tickets and known recurring issues.
- Policies and reference
- The IT knowledge base, entitlement policy, software catalogue.
- Working method
- Resolution playbooks per ticket category.
Illustrative workflow
How the work moves
Starting point
Employee: 'I can't access the trade-surveillance dashboard, deadline today.'
- 01
Identify the employee, their role and the system's entitlement policy.
- 02
Confirm the role qualifies but the entitlement was never provisioned.
- 03
Stage the access grant with the role/policy justification pre-filled.
- 04
Route to the system-owner agent for an entitlement gate and notify the employee of status.
Result
A staged, justified access request gated by the system owner against policy; the entitlement decision and employee notification remain in one ticket.
Checks and boundaries
What must be tested or reviewed
- 01Least-privilege guardrail: access to sensitive systems is staged, never auto-granted.
- 02CSAT and first-contact-resolution tracked; bad resolutions feed playbook refinement.
- 03Entitlement actions logged immutably for the joiner/mover/leaver audit.
Human authority
An accountable reviewer commits the decision or action.