During the 2010s, changes to the service desk include analysts needing to become skilled at working with vendors to isolate and determine the root cause of incidents and problems and remotely handling many of the traditional field services group's responsibilities.

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The 2010s saw a shift in the service desk's role, with analysts increasingly required to collaborate with vendors for root cause analysis and to take on responsibilities traditionally managed by field services, facilitated by advancements in remote technology and the integration of vendor management into service operations.

During the 2010s, Changes to the Service Desk Include Analysts