Service Desk → NOC → Service Desk
- Service DeskReceives the user report and performs initial triage
- NOCReceives network evidence and investigates infrastructure
- Service DeskReceives a controlled status update for the user
Simulation roles
Simulation-role register
One workplace. Different responsibilities.
Each DiamOps role has its own queue, tools, evidence and responsibilities. When an incident crosses departments, it moves through a structured handoff rather than giving every role access to the same information.
Current entry: the connected simulated Service Desk First Week. Specialist roles below form a transparent simulation catalogue, not a claim about employment fit, capability or account access.
Defensive scope: SOC practice stays on monitoring, triage, and containment — no offensive tooling storylines.
Cross-team handoffs
Service Desk → SOC → Service Desk
- Service DeskIdentifies suspicious authentication
- SOCReceives security evidence and investigates
- Service DeskReceives the action and communication update
Support Operations
Explore user-facing support simulations, then compare deeper troubleshooting and senior-support responsibilities.
Help Desk Analyst is an alternative entry-level job title supported for compatibility — not a separate DiamOps simulation role.
Service Desk Analyst
Queue ownership, initial triage, user communication, basic remediation, verification and escalation.
- Typical work received
- User calls and emails; Self-service tickets; Access requests; Starter and leaver requests; Basic service alerts; User-facing incidents
- Tools
- basic-connectivity, endpoint-summary, identity-user-admin, m365-user-admin, remote-support, ticketing
- Evidence
- account-summary, endpoint-summary, knowledge-article, requester-report, service-status, ticket-history
- Escalation
- identity, second-line, service-owner, desktop, infrastructure, network, security, cloud, service-desk
- Stage
- Entry
- Example job titles
- Service Desk Analyst, Help Desk Analyst, IT Helpdesk Technician
Responsibilities
- Acknowledge and prioritise queue work
- Gather user and asset context
- Communicate status clearly
- Resolve or escalate with evidence
- Verify outcomes
Desktop Support Technician
Endpoint, hardware, local applications, deskside support, and asset handling.
- Typical work received
- Endpoint incidents; Hardware problems; Printer and peripheral faults; Meeting-room issues; Device preparation
- Tools
- basic-connectivity, endpoint-management, endpoint-summary, event-viewer, identity-user-admin, imaging, m365-user-admin, remote-support, software-deployment, ticketing
- Evidence
- account-summary, endpoint-summary, endpoint-telemetry, knowledge-article, requester-report, service-status, ticket-history
- Escalation
- second-line, infrastructure, service-desk, identity
- Stage
- Entry
- Example job titles
- Desktop Support Technician, Field Support Technician
Responsibilities
- Diagnose endpoint failures
- Support docking and display issues
- Check device management signals
- Verify user productivity
IT Support Analyst
Second-line investigation across identity, endpoint, application and Microsoft 365 support.
- Typical work received
- Escalations from Service Desk; Recurring endpoint problems; Complex Microsoft 365 issues; Deeper access and identity issues
- Tools
- basic-connectivity, endpoint-management, endpoint-summary, event-viewer, group-policy, identity-user-admin, m365-user-admin, powershell, remote-support, ticketing
- Evidence
- account-summary, authentication-log, dns-lookup, endpoint-summary, endpoint-telemetry, knowledge-article, requester-report, service-status, ticket-history
- Escalation
- identity, second-line, service-owner, desktop, infrastructure, network, security, cloud, service-desk
- Stage
- Second Line
- Example job titles
- IT Support Analyst, 1st Line IT Support, Technical Support Analyst
Responsibilities
- Investigate beyond first-line triage
- Use elevated technical signals safely
- Document remediation and handoffs
Senior Support Analyst
Complex escalations, major-incident support, mentoring, and queue oversight.
- Typical work received
- Complex escalations; Major-incident support; Quality review; Difficult stakeholder communication
- Tools
- basic-connectivity, endpoint-summary, event-viewer, identity-user-admin, m365-user-admin, network-wallboard, powershell, remote-support, ticketing
- Evidence
- account-summary, authentication-log, endpoint-summary, knowledge-article, network-monitor, requester-report, service-status, ticket-history
- Escalation
- identity, second-line, service-owner, desktop, infrastructure, network, security, cloud, service-desk, incident-command
- Stage
- Senior
- Example job titles
- Senior Support Analyst
Responsibilities
- Lead escalations
- Review documentation quality
- Mentor analysts
- Oversee queue health
Network Operations
NOC Analyst
Infrastructure alert triage, network symptoms, service impact, and evidence-rich escalation.
- Typical work received
- Infrastructure alerts; Latency and packet loss; Service availability warnings; Certificate expiry; Provider incidents
- Tools
- dns-tools, network-wallboard, packet-summary, ping, ticketing, traceroute
- Evidence
- dns-lookup, network-metric, network-monitor, packet-summary, routing-table, service-status, ticket-history
- Escalation
- network, infrastructure, cloud, security, service-owner, service-desk
- Stage
- Entry
- Example job titles
- NOC Analyst, Network Operations Analyst
Responsibilities
- Triage monitoring alerts
- Assess blast radius
- Escalate with network evidence
Security Operations
SOC Analyst
Security alert triage, phishing, authentication risk, and containment escalation.
- Typical work received
- SIEM alerts; Suspicious authentication; Phishing reports; Endpoint detections; Identity-risk alerts
- Tools
- endpoint-security, identity-analysis, siem-search, threat-intelligence, ticketing
- Evidence
- authentication-log, endpoint-telemetry, firewall-log, mail-trace, siem-event, threat-intelligence, ticket-history
- Escalation
- security, identity, infrastructure, network, cloud, service-desk
- Stage
- Entry
- Example job titles
- SOC Analyst, SOC Tier 1 Analyst
Responsibilities
- Review security alerts
- Preserve evidence
- Escalate with timeline
Infrastructure Operations
Junior Systems Administrator
Server, storage, backup, directory, and infrastructure escalations.
- Typical work received
- Server failures; Backup failures; Storage warnings; Active Directory issues; Infrastructure escalations
- Tools
- backup-console, event-viewer, group-policy, powershell, server-management, ticketing
- Evidence
- authentication-log, backup-report, network-monitor, server-event-log, service-status, ticket-history
- Escalation
- infrastructure, network, security, cloud, service-desk
- Stage
- Entry
- Example job titles
- Junior Systems Administrator, Infrastructure Support Engineer
Responsibilities
- Triage infrastructure alerts
- Check backup and disk health
- Document handovers
Cloud Operations
Cloud Support Engineer
Cloud service health, IAM, networking, and resource recovery — not M365-only support.
- Typical work received
- Cloud service-health events; IAM failures; Unhealthy resources; Quota and storage access problems
- Tools
- cloud-cli, cloud-console, iam-analyser, observability, ticketing
- Evidence
- cloud-audit-log, configuration-snapshot, iam-policy, network-metric, service-status, ticket-history
- Escalation
- cloud, infrastructure, security, network, service-desk
- Stage
- Entry
- Example job titles
- Cloud Support Engineer, Cloud Support Associate
Responsibilities
- Check IAM and resource health
- Document safe remediation
- Escalate blast-radius decisions
DevOps Operations
DevOps Operations Engineer
Pipeline failures, broken deployments, container health, and rollback decisions.
- Typical work received
- Failed pipelines; Broken deployments; Container failures; Secret and configuration failures
- Tools
- container-console, deployment-controls, observability, pipeline-console, ticketing
- Evidence
- application-trace, cicd-log, configuration-snapshot, deployment-diff, service-status, ticket-history
- Escalation
- cloud, infrastructure, security, service-owner
- Stage
- Entry
- Example job titles
- DevOps Operations Engineer
Responsibilities
- Triage release failures
- Assess rollback risk
- Coordinate observability review
Graduate Programme
Technology Graduate Rotation
Rotation programme across support, infrastructure, networking, security, cloud, and projects.
- Typical work received
- Rotation queue samples; Cross-team observations; Training tasks
- Tools
- basic-connectivity, endpoint-summary, event-viewer, identity-user-admin, m365-user-admin, network-wallboard, remote-support, ticketing
- Evidence
- account-summary, authentication-log, endpoint-summary, knowledge-article, network-monitor, requester-report, service-status, ticket-history
- Escalation
- identity, second-line, service-owner, desktop, infrastructure, network, security, cloud, service-desk
- Stage
- Graduate
- Example job titles
- Technology Graduate
Responsibilities
- Rotate through disciplines
- Build broad evidence
- Compare recorded practice contexts
Managed Service Provider
You may work as a Service Desk, NOC, Cloud or Systems analyst inside an MSP environment. MSP is a workplace context — not a technical career path.
Multi-client operations with tenant switching, client SLAs, and vendor escalation.
Help Desk Analyst
First contact for users. You gather symptoms, check identity and common fixes, keep the user updated, and document the ticket clearly.
1st Line IT Support
Front-line technical support across devices, apps, identity, VPN, and common workplace tools.
Service Desk Analyst
Runs the queue with discipline. You prioritise by impact, manage SLA pressure, escalate well, and leave useful notes.
Desktop Support
Hands-on endpoint support for laptops, docks, monitors, updates, asset checks, and user productivity.
Infrastructure Support
Supports servers, file shares, backups, permissions, monitoring alerts, and safe escalation to senior engineers.
NOC Analyst
Watches service health, confirms blast radius, separates noise from impact, and escalates outages with useful evidence.
SOC Tier 1
Defensive security triage. You build timelines, validate alert context, preserve evidence, and escalate safely.
Cloud Support
Entry cloud operations support across IAM, storage permissions, health alerts, and low-risk change checks.
Technology Discovery
A beginner-friendly sampler for comparing recorded practice across support, cloud, NOC, and SOC simulation contexts.
Current entry: one connected simulated Service Desk First Week. Specialist simulations follow the availability shown on each role card.