Help desk or desktop support job:

Ticket maintenance
Help desk requests are tracked using a ticketing system. The most efficient help desks have standards set for ticket quality, like average time to resolution and percentage of tickets that are escalated to higher levels.

These standards are used to measure the quality of service, as well as to detect trends in product quality. This is why a help desk analyst must regularly maintain tickets.

These professionals typically spend a portion of the workday reviewing existing tickets and looking for cases that should be closed, following up with users where appropriate, and setting reminders for future action.

Help desk analysts who deal with especially time-sensitive issues will spend a larger share of their day on ticket maintenance and following up on reminders to make sure their tickets are on track for a speedy resolution.

A more experienced help desk analyst, such as a Tier 3 technician, will likely spend time training and coaching others in addition to solving more complex IT issues.

Tier 3 professionals are also expected to maintain documentation such as knowledge base articles or FAQs, and inspect the ticketing system for trends to help drive improvements to the help desk as well as IT products. Devising preventive solutions is one example of how a Tier 3 help desk analyst specifically adds value to the organization.

Read More: helpdesk jobs near me