{
  "id": "role:helpdesk-engineer",
  "_kind": "Role",
  "_file": "role/roles/roles-expanded-2.yaml",
  "_cluster": "role",
  "attributes": {
    "displayName": "Helpdesk Engineer",
    "isAgentic": false,
    "requiredCapabilities": [],
    "requiredDomains": [],
    "description": "Provides technical support to internal users — ticket triage,\ntroubleshooting, escalation, and knowledge base maintenance. First\npoint of contact for IT issues.\n"
  },
  "outgoingEdges": [
    {
      "from": "role:helpdesk-engineer",
      "to": "responsibility:customer-escalation",
      "kind": "holds_responsibility"
    },
    {
      "from": "role:helpdesk-engineer",
      "to": "responsibility:knowledge-sharing",
      "kind": "holds_responsibility"
    },
    {
      "from": "role:helpdesk-engineer",
      "to": "skill-area:itsm",
      "kind": "requires_expertise",
      "attributes": {}
    },
    {
      "from": "role:helpdesk-engineer",
      "to": "skill-area:customer-support",
      "kind": "requires_expertise",
      "attributes": {}
    },
    {
      "from": "role:helpdesk-engineer",
      "to": "domain:operations",
      "kind": "applies_to",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}