Help Desk Analyst

Posted on 23 November 22 by Trevor Martin

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Job Description

The primary focus and responsibilities of this role are answering phone calls and responding to voice mails, emails, monitoring and managing the online help desk ticketing system, watching the client’s email inbox for emails and notifications, creating tickets in Cartegraph for facilities, and then submitting tickets in Service Desk. The helpdesk role includes watching for newly submitted tickets in Service Desk and ensuring that tickets are assigned to the correct persons or groups and in the proper state. Resolving Service Desk tickets or phone calls if possible after being trained and provided with the tools to perform those resolution services. · Answer the phone and assist Users over the phone - Reset Network Passwords - Create Service Desk tickets · Process Employee Forms Employee Forms · Create Cartegraph Tickets for: Building Maintenance, Lights indoors and outdoors · Working PC Support Tickets as capabilities allows Skills required: Experience answering phone calls, entering tickets in to a help desk application, and monitoring them to make sure they are being responded to, and coordination with the PC Support staff on them

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