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Roles and Responsibilities - Manage day-to-day operations of the service desk, ensuring timely resolution of incidents and requests. - Oversee change management processes to minimize downtime and ensure smooth transitions during IT upgrades. - Develop and maintain relationships with clients to understand their needs and provide tailored solutions. - Manage IT Service Desk Manager - Ensure compliance with industry standards (ITIL) for incident management, problem management, change management, major incident management, release & deployment management. .