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Help Desk Triage Analyst

Job Description

This job involves a lot of talking, professionalism, and determination. You are the voice of the company and the first person people hear when they call into our company. You will be responsible for answering basic questions about our company to potential new customers. In addition, you will be creating help desk tickets, asking a series of triage questions, determining priority and scheduling them to be handled by our technicians. This position will be responsible to keep a watchful eye on the help desk system to ensure all new tickets that are submitted by end users are triaged, prioritized, and assigned to technicians.

Help Desk Triage Analyst – Job Description

  • Answer phone calls and create service tickets

  • Evaluate ticket priorities 

  • Perform Follow-up calls

  • Take and distribute accurate messages

  • Inventory Product

  • Assist with Planning and Scheduling of customer projects

  • Email Service Incident Bulletins and Email Company Holiday Closures

  • Fax, Scan, and Copy documents

  • Help keep office area neat and tidy

  • Perform Basic IT processes

Pay / Information

  • Full Time Position

  • Normal Office Hours 8AM - 5PM CST Monday through Friday

  • Weekends Off

  • Paid Holidays

  • 1 Week Paid Vacation after 1 Year of Employment

  • 2 Weeks Paid Vacation after 3 Year of Employment

Educational Experience

  • High School Diploma or equivalent

  • Previous office experience helpful but this can be an entry level position

  • Internet skills including use of e-mail, group messaging and data collection

  • Numeracy and literacy skills

  • Efficient at Brewing Coffee

Key Competencies

  • Great Customer Service Skills

  • Organization and Planning Skills

  • Work Management and Prioritizing Skills

  • Verbal and Written Communication Skills

  • Basic Problem-Solving Ability

  • Accuracy

  • Flexibility

  • Reliability

  • Team Player

Job Type: Full-time

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