Service desk agents need to answer to user queries and they are the first point of contact for users and customers.
As if any problem occurs in the system (e.g. system down, server problem), please let the service desk agents know.
They are the represent the company (or ICT establishment) and they have to know the problem, so that they are able to respond accordingly to customer questions.
Remember: If we leave them out of the loop, then do not be surprised our customers will leave us.
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