Contact Centre Manager/Lead

Profile	Permission
Service Desk Agent	Person in charge of creating incident reports
Support Agent	Person analyzing and solving the current incidents
Problem Manager	Person analyzing and solving the current problems
Communication Manager	Person responsible for managing communications to the customers
Change Implementor	Person executing the changes
Change Approver	Person who could be impacted by some changes
Portal power user	Users having this profile will have the rights to see all the tickets for a customer in the portal. Must be used in conjunction with other profiles (e.g. Portal User).
User Manager	Has the rights to create and modify users... Must be used in conjunction with other profiles (e.g. Configuration Manager, Service Manager,…).
Configuration Manager	Person in charge of the documentation of the managed CIs